How to become a Help Desk Technician? Training and Requirements

To become a help-desk technician it is necessary to have good computer skills , so a diploma from secondary school as a computer or electronic expert is usually required , or a degree in Computer Science, Computer Engineering, Electronics and Telecommunications Engineering. In addition, companies highly evaluate candidates with work experience as IT technician, systems engineer or hardware technician .

There are also courses for help desk workers who provide the fundamental knowledge to start working: notions on servers , databases , programming languages ​​such as Python, C #, Java, operating systems, network configurations, internet and intranet, hardware components of computers and devices furniture, software installation, remote diagnostic systems to identify the most common problems and understand how to solve them.

Furthermore, it is important that the help desk operator knows how to use the ticket management software used to provide the service: for this purpose, it is usually the companies themselves that organize internal training courses on the specific program used.


The main skills and competences required to work as it help desk job description are:

1. Hardware and software skills
2. Ability to react promptly to requests for support
3. Ability to communicate technical information, both verbally and in writing, to different types of users
4. Troubleshooting capability
5. Ability to scrupulously comply with internal instructions
6. Listening skills and customer orientation
7. Predisposition to achieve the objectives
8. Analytical and problem solving skills
9. Ability to keep calm
10. Excellent team work skills
11. Flexibility

Levels in the first level Help Desk Support

• A first level made up of qualified personnel, with certified technicians in different ICT technological specialties. Which are prepared to answer and solve the most frequently asked questions, that is, those that belong to the FAQs (frequently asked questions) included in our knowledge base.
• And a second level and higher Help-Desk levels, made up of qualified engineers  who handle the most difficult calls and which could not be resolved by the first level. This function can be carried out even in person at the client's place if necessary.

What is the Help Desk? Operation of the first level Support:

The process or operation of the first level support service - Help Desk would be as follows:

• The user reports his problem through one of the access channels such as telephone number, website, portal, email service or online chat.
• Our first-level support issues a ticket that contains the details of the problem.
• The first level analyzes the problem and tries to solve it. If so, the ticket is closed and updated with the documentation for the solution. This allows other service technicians to have a reference.
• If the problem needs to be escalated, it will be referred to the second level.
• Finally, the second level will analyze and solve the problem by closing the corresponding ticket and updating it with the solution documentation to allow other service technicians to have a reference.

More info:  help desk job description

Best helpdesk software of 2020: for ticketing and support

Helpdesk software has come to be an essential part of present day enterprise systems, no longer least for integrating with CRM answers to make certain true productiveness and efficiency inside a commercial enterprise. This is mainly as the bigger the enterprise and the larger the customer/purchaser base, the more critical it's miles to control them effectively.

Automation stays the key for commercial enterprise efficiency, specially for dealing with high volume communications, and helpdesk software program aims to assist manage the workload. Working with other product structures, which means that helpdesk software program isn't definitely a manner to receive and response to messages from customers, but can become part of a larger incorporated management technique that connects guide with income to better track advertising and marketing effectiveness.

However, finding the proper helpdesk software program for you may end up a challenge while there are now such a lot of different alternatives available. Ultimately, your very own commercial enterprise may have its own criteria, however no doubt problems consisting of features, quantity handling, integration options, and-of course-price will likely characteristic in there.

As we pass into 2020, we'll feature a number of the main helpdesk software structures of note, in conjunction with their features, pricing, and any other worries to consider.

Looking for an exciting career path? Enter help desk support jobs !

Help Desk Specialist Salary march 2020

Responsibilities. “Help desk” can mean diverse things to special companies; these positions can range from very low-stage (“degree 1,” “tier 1,” etc.) help in conjunction with password resets, to very high-level aid inclusive of backup remediation, corrupt facts recovery, mailflow issues, and firewall configuration. Some businesses will have very strict delineations among those ranges (and the related salaries), and others will blend them together.

Geography. Aside from the data of the location itself, the most important aspect influencing Remote Engineer profits is the geographical place of the employee. Outside of places like Silicon Valley and New York City, DC is virtually the premier location for generation work. DC is among the highest-paying locations for tech jobs within the country, and people are normally paid 15-20% extra on this location than, say, the agricultural south (even though salaries in rural areas are generally suitable based totally on their job market and cost of living in that place). If the Specialist is located somewhere apart from the company’s principal office, their pay will usually be based totally totally on the economics of their region.

Education. We’ve stated inside the past that enjoy trumps schooling within the engineering world, however some corporations (like ours) do require university degrees for senior-level engineers. Because of the intricacy of the work, the amount of crucial thinking involved, and the want to provide an explanation for abstract thoughts to non-technical people, degrees are honestly valuable on this field.


Find the latest help desk positions near you. New help desk position are posted every day. Find out what best fits your career Path  

AI Bots Increase IT Helpdesk Support Efficiency?

In the hastily evolving virtual landscape, establishments are constantly going through challenges to stability the act of minimizing expenses and driving efficiencies.

In the employer, IT helpdesk has grow to be an indispensable a part of enterprise operations. It is gambling a crucial position in supporting commercial enterprise users with uninterrupted generation services.

Without IT helpdesk, employees would preserve walking into stage 1 general problems that could affect their productivity.

However IT helpdesk efficiency is tormented by a plethora of factors. These include:

Having to attend to low-price tickets.

Ongoing resolution of basic issues.

Employees drawing near IT guide group for trivial issues consisting of password reset and sooner or later having to attend long hours until the issue receives resolved.

Changing workplace dynamics are bringing in a developing variety of variable affecting IT helpdesk support.

UNDERSTANDING CHATBOTS
Basically, chatbots are simple AI programs that engage with users thru the conversational interface. The essential concepts which are riding the development of chatbots are artificial intelligence and system learning.

Chatbots are revolutionizing the way B2E, B2B, B2C and C2C interactions work. They are designed in such a manner that they get better and better by expertise the consumer primarily based on the inputs the user provides, thereby saving numerous time and money for organizations.

“By 2020, at the least 80% of new business enterprise application releases will make reasonably sturdy use of chatbots for conversational, AI-rich applications” – Gartner.

Chatbots additionally have the functionality to extract facts from consumer/FAQ publications which help employees resolve issues without having to consult a guidebook. Employees can get solutions to their questions using ordinary messaging channels like Skype, Skype for commercial enterprise etc.

Just log onto Field Engineer, create an online portfolio connected to a bank account and begin searching for the help desk career  suitable for you today

CHATBOTS RESOLVE YOUR EMPLOYEE’S IT SELF SERVICE NEEDS?

The IT Helpdesk bot is equipped to handle real time signals and manage incidents, protection and outage. Chatbots lessen price ticket prices and boom the productivity of IT helpdesk workforce by arranging tickets primarily based on priority.

IT Helpdesk bot’s capabilities encompass high-velocity response, 24×7 availability, elimination of calls, real time signals, seamless integration into current self service systems and agency level protection. This can unfastened up the time of IT employees by way of accomplishing easy responsibilities like resetting passwords, troubleshooting and more. The conversational interface of chatbots permit customers to get answers by means of asking one query at a time.

If the user is unable to locate solution for his query, the bot automatically initiates the price ticket issuance process.

The scope of work may be similarly programmed to fulfill the service requests inside your organization. In the approaching years, the adoption price of chatbots is most effective going to develop and businesses will rework into tech-enabled conversational gadgets in preference to silo systems depending on redundant human resources.

If you’re thinking about to deploy chatbots for IT helpdesk, do check out our IT helpdesk bot which is currently used in several Fortune companies. If you want more information, test out our current eBook on choosing the first-rate bot-builder platfrom.

Find the latest help desk positions near you. New help desk position are posted every day. Find out what best fits your career Path  

Managers Look for in Help Desk Job Candidates

1 .Makes and develops a lively and loosened up workplace. 

This individual has a ball at work, spreading a positive can-do frame of mind. An incredible help operator coordinates a touch of enjoyment into their day by day assignments to make everybody's heaps somewhat lighter. Office tricks are constantly an enjoyment approach to do this.

2. Cooperative Team spirit

This individual feels capable for their own errands, yet additionally thinks about their group's remaining task at hand, as well. They realize when to request and offer assistance, and see the amount they can take on at once. They care about the group's prosperity, and are glad to forfeit individual objectives when expected to enable the group to accomplish its objectives. There are times you will get maneuvered into a call that goes on for a considerable length of time, so it's acceptable to realize the group can cover for you.

3. Energy for the item.

An amazing help operator is an educated hero regarding their items. They're eager about utilizing them, seeing how they work all around, and look to improve them. This characteristic interest drives them to tinker, and genuinely see how the item functions, not exactly how to fix it when something breaks. This kind of energy for the item appears in client collaborations, and it's infectious.aim to arrive at objective together

4. Elite player relational abilities.

An extraordinary assistance work area specialist basically appreciates speaking with clients. They realize it's basic to tune in and comprehend before being heard. This individual takes a stab at straightforwardness, and speaks with propriety. They realize how to adjust their style to various types of clients – from those that need to be your closest companion, to those that simply need the issue fathomed. Their regular instructing aptitudes assist clients with understanding the item enough to try and explain issues alone.

5. Supporters for the client – with balance.

This individual sympathizes with the client's torment, and uses their assets to go well beyond to enable the client to arrive at an answer. They look past 1:1 client collaborations to tackle issues all inclusive, and thus, help considerably more clients. This could be something as straightforward as refreshing information base data or recording a bug or highlight demand. At the equivalent, they realize how to organize their day, and are mindful so as not to plunge excessively profound into one issue at the expense of different clients.

6. Genuine regard for the client.

In an assistance work area work, it's essential to recognize clients by name and construct important associations with them. This individual takes into account the client's needs paying little heed to where they fall on the specialized and item information range, continually doing as such in a deferential way which is rarely stooping or belittling.

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How to stay healthy while working a desk job

Sitting at a desk all day can do a number for your lower back, elbows and usual health. It is a harsh truth for lots people who've a 9-five or maybe longer operating hours. Incorporating a few healthful habits and upgrading a number of your tools can help you fight these silent killers.

Work to your posture

If you are studying this while hunching over a computer screen, this is in which you need to paintings on first. A exact posture is important for all of us in general however in particular for individuals who sit down nevertheless for prolonged periods of time. Good posture will remove your backaches and strained neck and preserve your backbone in a wholesome condition. To discover the proper posture, try rolling back your shoulders until it’s aligned with your rear and then, permit the shoulders launch slightly so that you aren’t overarching. Sit straight whilst looking forward in preference to down at a pc screen, if your pc isn't always at the proper stage strive putting a few blocks beneath it or get a more suitable desk. While sitting, it’s encouraged to preserve your ft flat on stage floor and your knees at the equal degree or slightly lower than your hips.

Take short, frequent breaks in preference to one long break

This not best improves your bodily health however also allows you focus. Students are regularly informed to take short breaks at the same time as reading to hold their minds fresh and prepared to take in information. The identical factor applies here. Make a habit of taking a 10-15 minute break every hour whilst operating. This way you could keep your strength at some point of and quit the day without feeling mentally and physically drained.

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Help Desk Tier 1 Specialist Salary 2020

The Help Desk Tier 1 Specialist distinguishes, examines and settle routine specialized troubles of low multifaceted nature. Offers assist to end customers for important PC, application, framework, gadget, get right of entry to and equipment troubles. Being a Help Desk Tier 1 Specialist records, tracks, and screens the issue utilizing cloth frameworks and instruments. Reacts to phone, email and on line needs for specialized assist. Furthermore, Help Desk Tier 1 Specialist can also organize with different businesses or divisions to determine client problems. May perform secret key re-units for clients. May require a partner's degree or its proportionate. Regularly reviews to a director. Being a Help Desk Tier 1 Specialist has a slight comprehension of general components of the activity. Works below the nearby course of senior staff in the utilitarian territory. May require 0-1 12 months of wellknown paintings understanding.

Help desk level 1 salary

What amount does a Help Desk Tier 1 Specialist make inside the United States? The normal Help Desk Tier 1 Specialist repayment inside the United States is $44,460 as of December 26, 2019, however the variety normally falls somewhere within the variety of $39,720 and $49,820. Compensation reaches can change usually relying upon numerous massive elements, consisting of instruction, accreditations, extra abilities, the quantity of years you've got spent in your calling. With increasingly more at the web, continuous remuneration statistics than a few different site, Salary.Com causes you decide your cautious compensation target.

Service Desk Analyst Jobs 2020

Service Desk Analysts are IT experts who offer technical help for users of an organization. Analysts respond to inquiries, and they compare and resolve troubles regarding IT gadget and applications. They offer technical take care of any issue of the information structures unit, including system hardware, working structures, applications, and networks. Generally, they should be troubleshooting bent of mind and with proper communication to the stakeholders.



Service Desk Analysts additionally generate provision of requirements for customers in the self-carrier intranet, update necessities, and look up the position of requests.

In the IT branch of an organization, Service Desk Analysts have right to apply to the following workstation:

• To change Calendar
• Incident Tracking
• Problem identification
• Service Request

Find the latest Service desk job  Opportunity near you. New service desk job are posted every day. Find out what best fits your career Path.

Help Desk Manager job description

We are looking for a certified Help desk manager to sign up for our crew. You will be accountable for main our technical help team to provide first rate customer support and solve all technical issues.

As a Help desk manager, you have to have a strong technical heritage mixed with customer service enjoy. A problem-solving mind-set with an capacity to motivate your crew to achieve specific desires are essential abilities to perform properly on this position.

Ultimately, you should have the ability to ensure high pleasant technical aid and increase client satisfaction.

Help Desk job description

• Manage the help table group and compare performance
• Ensure customer service is well timed and correct on a each day basis
• Recruit, train and guide assist desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer service by means of actively responding to queries and handling complaintsEstablish first-class practices through the complete technical assist process
• Follow up with clients to identify regions of improvement
• Develop each day, weekly and monthly reviews on help desk team’s productivity
• Provide customer remarks to the appropriate internal teams, like product developers

Requirements

• Proven work experience as a Help table manager
• Hands on revel in with help desk and remote manage software
• Solid technical background with an ability to give commands to a non-technical audience
• Customer-carrier orientated with a problem-solving attitude
• Excellent written and verbal communications capabilities
• Team management abilties
• BSc degree in Computer Science, Information Technology or relevant field

Latest helpdesk jobs 2020 March

The essential job of an IT service desk work area is to fill in as the essential purpose of contact for checking/owning episodes, tending to client demands/questions and giving an interchanges channel between other help the board capacities and the client network. Notwithstanding these center capacities, the administration work area regularly assumes a functioning job in catching change demands, keeping up outsider help contracts, overseeing programming licenses and helping with issue the executives.

In certain associations, the administration work  help desk job area is coordinated into different business procedures, for example, 

• Representative Onboarding 
• Securing Integration 
• Information Access Management 
• Provider/Partner Onboarding and Off-boarding 
• Revealing and Metrics the board 
• Business Continuity Management 
• Framework/Service Monitoring
• Find the latest helpdesk jobs near me 

IPS: essential protection for your client workstations

Viruses, spyware, Trojans, malicious codes of all kinds ... Their number continues to grow, the Internet being their main vector of propagation. The Google search engine alone would account for several million infected web pages. Nothing surprising when the sale of kits allowing anyone to develop and launch their own attack proliferates. Becoming a cybercriminal is now within everyone's reach…


Workstation security has for a long time been limited to the use of an antivirus and a firewall. But today, this level of protection is far from sufficient to effectively secure the workstation and the data it contains. Based on signature databases, antivirus systems do not evolve at the same rate as the creation of new malicious programs. Hackers adapt and use variants of viruses that go beyond these traditional protections. Increasingly complex Internet browsers and office software are subject to exploitable security vulnerabilities. Computer threats are everywhere.

In the event of successful attacks, the harmful effects on the company are multiple: lower productivity, lower turnover, loss of credibility, affected image ... Not to mention the fact that the time spent eradicating this malware has a cost .

Only intrusion detection and prevention systems (Host-based Intrusion Prevention System or H-IPS) can effectively protect client workstations from unknown threats, targeted attacks or zero-day attacks. Unlike the antivirus, the performance of the HIPS is not based on signature databases but on an intelligent detection mechanism. It will thus detect any program with abnormal behavior on the workstation and block it instantly, even before it runs. Your computers and the critical data they contain are secure, financial losses and potential damage to the reputation of your business are limited.

Read More:  ips security

choosing an IDS / IPS solution for PCI DSS

Whether you opt for an NIDS or NIPS solution in an appliance, as a software or as a firewall module, a series of criteria that must be taken into account when choosing and deploying a solution are described below. Incident monitoring in a PCI DSS compliance environment:

• You must have signature-based detection, anomaly analysis and support for state inspection (stateful protocol analysis)
• It should be able to analyze the perimeter of the PCI DSS network and the segments that are considered critical. In this case, analyze the option of deploying different sensors in the critical areas to be monitored
• The solution should allow customization of alerts and detection criteria, in order to manage false positives and add new detection / prevention controls additional to those provided by the manufacturer
• The solution must allow to be updated on a regular basis, both for its components and for its signatures. Keep in mind that rebooting of the equipment is often required to finalize the updates, so it is essential to manage your updates based on what is described in requirement 6.4.5 to avoid unavailability of the control that can lead to a vulnerability in the environment
• In the case of appliances, keep in mind the scalability of the device and the density of network ports, including management ports

Likewise, it is recommended:

• Before putting an IDS / IPS solution into production, define a “learning” period in which the device can capture, analyze and obtain statistical information on the normal behavior of the network in order to establish thresholds for anomaly detection
• If an inline IDS / IPS solution is deployed, keep in mind that this equipment can become a single point of failure, so it may be necessary to install devices in high availability in case of failures and perform periodic analyzes of equipment performance to prevent bottlenecks
• When monitoring traffic coming from open public networks, ensure that the IDS / IPS sensor can access the traffic in clear text, otherwise it will not be possible to monitor encrypted traffic
• Ideally, the solution should be able to link to the centralized event registration system (req. 10.5.3 and 10.5.4) and send alerts using different channels (email, SMS, etc.)
• It is recommended to validate if the solution allows integration with other security devices, such as the reconfiguration of rules in firewalls and switches in response to the detection of an intrusion
• Analyze the security features of the solution for self-defense in case of targeted attacks
• If virtualization solutions are available, consider the need to monitor the network segments on this type of platform (including virtual switch)

INTRUSION DETECTION AND PREVENTION SYSTEMS INTRODUCTION 2020

An IDS (Intrusion detection system) is software that automates the intruder detection process.

An IPS (Intrusion prevention system) is the software that has IDS capabilities and can also try to stop possible incidents.

IDPS (Intrusion detection and prevention systems) focuses on identifying possible incidents, logging information on them, trying to stop them and reporting them to security administrators. The information it records are important events observed and then produce the reports.

There are techniques to respond to the detection of an intruder, which may be the change of security measures (eg, firewall reconfiguration) or change the content of what they are attacking.

The IDPS technology will depend on the type of event they are monitoring and the way in which they unfold.

There are many types of IDPS technologies, which differ mainly by the type of events they are able to identify and the methodologies used to identify incidents. However, all types of IDPS technology typically perform the following functions:

Record information related to the observed events: the information is usually stored locally or can be sent to separate systems as logging servers.

Notify system administrators about important events observed: these notifications, commonly known as alerts, can be made through different methods such as emails or syslog messages.
Generate reports: summaries of monitored events.

Read More:  ids security

What is managed security?

Managed Security includes intelligent, automated and customized security management solutions. Whatever the needs of your company.

The supervision and administration of company security is an increasingly complex task:

On the one hand, cyber threats are increasingly sophisticated. There are a large number of latent threats capable of rapidly mutating.

The traditional perimeter of corporate security has disappeared and possible entry points have multiplied. To traditional teams, we must add the irruption of mobile devices, cloud, social networks, and so on.

We cannot forget either the need to comply with multiple regulations, the safeguarding of the brand and reputation. We must protect the competitive advantage and guarantee customer satisfaction. Also look for efficiencies through automation to achieve cost reduction.

In response to this context, a series of products grouped under the term Managed Security Services are emerging in the cybersecurity market . These group usual services in this field (antivirus programs, firewalls, intrusion detection, updates, security auditing, content filtering, etc.), but adopting a new approach to the company's security needs. Based on this new approach, these services are managed by a third party that assumes responsibility for them to remain operational and monitored at all times .

In summary, a security service provider ((MSSP) for English managed security services provider) helps your organization by protecting your IT environment and mitigating the risks associated with security management. For this, it analyzes any vulnerability and subsequently applies the necessary solutions.

Advantages of Managed ids ips Services :

Cost reduction: using a managed security service usually saves costs compared to the option of an organization investing in its own personnel, software and hardware.

Increase in experience and quality of service: outsourcing services is a good solution especially for small and medium enterprises, with problems to have qualified personnel in this area.
Security systems 24 hours a day and 365 days a year : many companies can only guarantee them during normal business hours.

Efficiency: greater agility in the policies of backups or in the management of patches and updates, among others.

What is the intrusion detection system

The term IDS (Intrusion Detection System) refers to a mechanism that secretly listens to traffic on the network to detect abnormal or suspicious activity and, thus, reduce the risks of intrusion. There are two distinct families of IDS: the N-IDS (Network Based Intrusion Detection System - Network Intrusion Detection System), which guarantee security within the network and the H-IDS (Host Based Intrusion Detection System - Network Detection System) Host Intrusions), which ensure security on the host.

N-IDS needs exclusive hardware and is a system capable of verifying the information packets that circulate on one or more network connections to find out if any malicious or abnormal activity is taking place. N-IDS puts one or more network adapters exclusive to the system in anonymous mode so that they have neither an IP address nor an associated protocol stack. It is quite common to find several IDS in different parts of the network. In general, probes are placed outside the network to study possible attacks, as well as internal probes to analyze queries that have passed through the firewall or that have been carried out internally:

Scheme for locating N-IDS on a network

H-IDs are on a specific host. Therefore, its software covers a large part of operating systems, such as Windows, Solaris, HO-UX and Aix, Linux etc.

H-IDs act as a daemon or standard service on a host system. Traditionally, H-IDS analyzes the specific information stored in the logs (syslogs, messages, lastlog, wtmp etc.) in addition to capturing network packets that enter / leave the guest, to detect intrusion signals (such as denial of service attacks, backdoors, Trojans, unauthorized access attempts, malicious code execution, buffer overflow attacks).