What is the Help Desk? Operation of the first level 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

Help Desk Technical Support Specialist Job description

Requirements:

• Technical and / or university studies in the career of Computing and Informatics, Networks, Systems Engineering or similar.
• Minimum experience of 06 months performing face-to-face technical support functions.
• Basic-intermediate knowledge of Networks.
• Basic knowledge of Server Administration.
• Knowledge of Windows 7,8,10 and Windows Server Operating Systems (desirable Linux).
• Desirable ITIL knowledge.
• Capacity for teamwork.
• Ability to work under pressure.
• Responsible and punctual.
• Availability of schedules.
• Desirable to live in areas surrounding the ATE district.

Features:

1. Attention via telephone, remotely and in person of incidents, user requirements regarding Infrastructure (Hardware and Networks).
2. Follow-up on incidents and pending requirements and ensure that they are closed in a timely manner, according to established service levels (SLAs).
3. Install Hardware and Software components.
4. Keep the inventory of technological equipment and supplies of the organization updated.

Read More:  it help desk technician

IT Service Desk Best Practices

Organizations have been working IT administration work areas for a long time and out of those tasks some prescribed procedures have developed.

Client Engagement 

• Look at clients conduct and desires to ensure you comprehend their needs 
• Give an end-client Self-help entrance available 24 hrs/day (in any event, when your administration work area is shut) 
• Use SLAs and need/seriousness order to separate demands so you can address the most basic ones first 
• Attempt to determine issues at the primary purpose of commitment and keep away from hand-offs, accelerations and the requirement for call-backs 
• Perform consumer loyalty reviews all the time to see how your customers feel about the administrations they are getting .

 service desk description  & Reporting

• Utilize ongoing helpdesk reports, dashboards and examination to screen activities and start restorative activities before issues become issues 
• Guarantee acceleration and handoff forms are clear and surely knew to maintain a strategic distance from missed SLAs 
• Influence examination abilities from your ITSM framework to lessen the time/exertion to create reports 
• Guarantee the board encounters your administration work area tasks direct to increase a gratefulness for what administration work area staff do and the difficulties they face 
• Treat administration work area staff as expert communicators and issue solvers, giving them the instruments they should be fruitful 

Which Help Desk Software Should Your Company Outsource

Different features of a help desk software Service desk solutions are the umbrella category that consists of all styles of assist table software. Although it is commonplace to apply these terms interchangeably, help table software program relates to the device that in most cases resolves purchaser concerns. At the very least, the primary undertaking of a assist desk software presents a point of touch for users. When you are outsourcing a assist desk solution, you need to make certain that the subsequent basic functions are present.

Ticketing machine. A core feature of a help desk gadget is the ticketing software program. It tracks, sort, manage, and seek logged problems. The gadget often consists of some sort of tracker that assigns a unique code for every concern. The two objectives of a great ticketing gadget are – meeting provider shipping timelines and making sure that all queries are addressed.
Multiple touch points. Users should have diverse ways to contact the help table group which include thru phone, email, and chat. Multiple contact factors offer the ability needed to growth productiveness and efficiency in the crew.

Different stages for escalation. When escalating IT troubles, there is often a hierarchy followed. But, there are assist table software answers that provide the capability to escalate without delay to a manager while the want arises.

User-pleasant dashboard. The dashboard gives every IT agent seamless visibility into the entire machine. User dashboards are normally ready with quick-access equipment and a summary of pending requests tabulated in keeping with urgency.

Built-in analytics. It is crucial for a assist desk software to have equipment for analytics. These tickets offer tremendous perception into how the corporation can improve external and inner processes. The function need to not only have convenient tools for visualization but be capable of make a meaningful interpretation of huge amounts of data.


Find the latest helpdesk jobs near me 

Ways Chatbots Enhance Your Knowledge Base Experience

Help desk paintings is challenging—marketers are tasked with fixing a speedy flow of customer troubles and they want software program as a way to help them, now not get in their way.

Effective, intuitive help desk software program will allow your agents to spend time on what certainly matters—your customers—instead of having bogged down seeking to navigate a device or look for answers buried in your expertise base.

We’ve analyzed thousands of software user reviews in our assist table software listing to find some of the easiest-to-use help table merchandise at the market. We did this through calculating a sentiment score for every help table product and then list the three assist desk merchandise with the very best sentiment scores for ease-of-use.

Information within the digital age
Digital search tools have genuinely made existence much easier.

Before the 1990s, the handiest search came from asking your nearby librarian what they'd available. The internet took a whole lot of stress off librarians all around the world via searching through thousands and thousands of effects in a fraction of the time!

However, making all that records less difficult to get entry to at an entry-stage didn’t fix each problem, and even created a few new ones…

Your internet site can offer search consequences for almost everything (and we suggest everything) relevant to the search question entered with the aid of a customer.

Find the latest helpdesk jobs Opportunity near you. New it help desk jobs are posted every day. Find out what best fits your career Path.

Online Helpdesk Support Jobs March 2020

Helpdesk guide is for monitoring and resolving the customer’s problem. Customers can name on the guide number furnished by the organization and discuss their concerns. So, the main cause of a helpdesk is to troubleshoot the problems and provide the guidance approximately the product and offerings. Corporations generally provide assist table guide to their clients through numerous channels together with toll-free numbers, websites, email.

What issues may be solved via our IT help desk support jobs?

• An difficulty of hardware breakages.
• Hacking and virus related troubles.
• Issues related to software program and hardware update.
• Enhancing security.Counseling regarding trouble if needed.

If we aren't capable of fix the issue remotely, in that case, our technician will provide a go to for your site, in order that he can clear up the problem. We don’t preserve you looking ahead to the many days whilst imparting Onsite aid however will assist you quick on the same day or the other.

The pricing of the IT helpdesk help varies from person to person or employer to corporation depending at the needs. Tech Support Dubai have special answers and subscriptions for one-of-a-kind customer relying on their problem. We fee pocket-friendly quantity for our services and provide unbeatable offerings to our clients.

Help Desk Technician Salary 2020

The assistance work area investigator is one of the most unmistakable IT jobs—just as a developing one. Truth be told, it's one of only a handful barely any open confronting IT occupations. Be that as it may, what does a normal workday resemble for this expert? Here's a brisk diagram.

A tiered role

Help work area experts are on the cutting edge of client service. They are centered around assisting with settling specialized issues end clients experience, or interfacing those clients with progressively escalated IT support, when required. Here are the three degrees of examiners:

A Tier 1 help desk analyst area investigator regularly takes the underlying request and oversees generally basic equipment, programming or system issues. On the off chance that they can't address the issue, they raise it to a Tier 2 expert.

A Tier 1 help desk analyst can resolve progressively complex frameworks and applications issues. These assistance work area examiners for the most part choose whether or not to create a difficulty or work request ticket, or heighten the issue to the following level.

Tier 1 help desk analyst  research and resolve the most mind boggling issues that other assistance work area levels have been not able to fix. They likewise distinguish drifts in issue announcing and think of protection arrangements.

The midpoint pay for a Tier 1 help job is $38,750. The midpoint pay for a Tier 2 job is $45,750, and for help desk tier 3 salary it's $58,500.

IT Help Desk Technician Responsibilities

• Serving as the first point of contact for customers in search of technical help over the phone or email
• Performing far flung troubleshooting via diagnostic techniques and pertinent questions
• Determining the first-rate solution primarily based on the issue and details furnished by clients

it help desk technician Job brief

We are looking for a able Help table technician to offer speedy and beneficial technical help on computer systems. You will solution queries on basic technical issues and offer recommendation to clear up them.

An outstanding Help desk technician must have excellent technical information and be capable of communicate effectively to understand the hassle and explain its solution. They should also be customer-oriented and patient to deal with hard clients.

Latest Help Desk jobs 2020

Information about Help Desk Positions

The Computer HelpDesk is comprised of 3 positions. A lab screen, assist work location expert, and assist work vicinity chief. The accompanying information general obligations for every position at the help work area. See below for more records on the first-class manner to show right into a HelpDesk employeee.



The HelpDesk Consultant wil :


Be the crucial reason of touch for understudy associated IT bolster problems.
Help understudies with organize associated equipment and programming issues (e.G., associating with the residence device or remote gadget).
Encourage and additionally oversee the restoration of understudy PCs.
Answer understudy calls and deliver technical support through telephone.


The HelpDesk Consultant can't :

Perform device fixes on PCs
Perform re-established order of running framework programming
Establishment and assist with a few other programming beside middle strengthened programming.


HelpDesk Manager

The help work location director is a complete time group of workers component that gives direct help to body of workers and team of workers yet additionally handles degree 2 understudy bolster troubles. The Manager will likewise draw upon the potential of the Network Administrator to recognize arrange troubles that understudies, body of workers or group of workers may experience. Practically all issues which might be heightened to the assistance work place supervisor are understood at this stage.

Help Desk to Work for Your Business

This implies regardless of how often your group needs to call into the assistance work area, it's everything took care of under one month to month expense. They can bring in for a wide range of reasons, as well! On the off chance that they need assistance with an Excel spreadsheet equation, they can call us. Is their remote mouse not reacting? Call us! Do they have to investigate a printer issue? Correct! They can bring in to find support with that issue as well. We're here for your group.

The expense for the devoted help desk work administration is per client. In this way, if your staff increments or diminishes, so does your month to month cost. All the assist you with accepting is from our staff individuals, who are situated in-house. Having an in-house assist work area with staffing is particularly advantageous if the issue is more considerable than only an assistance work area call. Our group can heighten the pass to our dispatcher who can send an architect to your site and ensure your concern gets fixed rapidly!

In the event that you aren't exactly prepared to focus on IT as a standard month to month cost, you can get all the extraordinary advantages of our assistance work area, yet pay per call. We bill for each ¼ hour, rather than the business standard of 60 minutes. This implies in the event that it is a convenient solution, you are charged for the time required, not for an entire hour, on the off chance that it isn't utilized.

Help Desk Technician Responsibilities

Responsibilities

• Fill in as the principal purpose of contact for clients looking for specialized help via telephone or email 
• Perform remote investigating through analytic procedures and appropriate inquiries 
• Decide the best arrangement dependent on the issue and subtleties gave by clients 
• Walk the client through the critical thinking process 
• Direct uncertain issues to the following degree of help work force 
• Give precise data on IT items or administrations 
• Record occasions and issues and their goals in logs 
• Development and update client status and data 
• Pass on any input or recommendations by clients to the suitable inward group 
• Recognize and propose potential enhancements for techniques 

Help Desk jobs  Requirements

• Demonstrated understanding as an assistance work area specialist or other client service job 
• Well informed with working information on office computerization items, databases and remote control 
• Great comprehension of PC frameworks, cell phones and other tech items 
• Capacity to analyze and resolve essential specialized issues 
• Capability in English 
• Phenomenal relational abilities 
• Client situated and cool-tempered 
• BSc/BA in IT, Computer Science or significant field

Network-based intrusion detection system

The growing networking of local area networks with the Internet has necessitated further development of the IDS technique. First, the host-based approach was not suitable for the flexible and complex data flows of the Internet. Second, the attacks no longer needed to be physically close to the target system , but could be executed by very distant clients spread over the network. Since unauthorized access from the Web is mandatory via TCP / IP or UDP (User Datagram Protocol) , network-based systems no longer check audit data but IP packets, which is why they were closely related to the firewall used. However, they represented a central monitoring unit which was not limited to the protection of a single system but could therefore monitor all of the data traffic on the network.

The functioning of modern attack detection systems.

Current intrusion detection systems generally combine both approaches to ensure an even higher attack detection rate. This hybrid system is characterized by a centralized management system, fed with the corresponding information by network-based software and host-based software. Three basic components are involved in the detection process:

Data monitoring

The data monitor has the task of collecting and filtering beforehand all the relevant and necessary data to unmask intruders. This is the audit data already mentioned such as log files of computer systems and security applications as well as system information such as the CPU load, the number of active network connections or the number of repeated connection attempts. In addition, the data monitor of the hybrid intrusion detection system also processes information related to TCP / IP connections , such as the source and destination address, as well as other contents of the sent and stored data packets. received by the network-based IDS sensor.

The analysis

The data monitor sends the collected and pre-filtered data to the analyzer. The latter must process and evaluate the information obtained in real time, otherwise the break-in attempts could not be thwarted. The analysis process therefore places relatively high demands on the underlying hardware (CPU and memory in particular). This is particularly the case in large corporate networks, where scaling up this IDS component is one of the most complex tasks, but also the most important in order to guarantee the functionality of the attack detection system. An analyzer can use two different methods to evaluate the data:

In the event of “  Misuse Detection ”, the analyzer tries to recognize known attack patterns, called signatures, in the data received. These are stored in a separate database (a signature library), which is then regularly updated. For each signature, entries in the database also provide information on the severity of the attack. However, an access scheme that is not stored in the signature library remains hidden from this detection method.

The “ Anomaly Detection ” is based on another principle: this analysis method assumes that unauthorized access causes abnormal behavior of the system and deviates from the standard values defined previously. For example, the analyzer can be configured to trigger an alert if the CPU load or the page access rate exceeds a certain value (static approach). It can also include in its evaluation the chronological sequence of events (logical approach). Although the detection of anomalies can detect new and unknown attacks, this detection method activates can also generate alerts in some cases of unusual system states that are not caused by a hacker or attack.

More info:    ids security

what is intrusion prevention system definition

An intrusion prevention system (IPS) is a security/threat prevention technology that examines network traffic flows to detect and prevent vulnerability exploits. Vulnerability exploits often come in the form of malicious entries in a targeted application or service that attackers use to stop and gain control over an application or machine. After a successful exploit, the attacker can disable the target application (resulting in a denial of service state) or can access all available rights and authorizations for the compromised application.

Prevention
IPS is often located directly behind the firewall and provides a complementary layer of analysis that negatively selects dangerous content. Unlike its predecessor, the Intrusion Detection System (IDS) - which is a passive system that examines traffic and reports on threats - the IPS is placed online (on the direct communication path between source and destination), actively analyzing and performing actions automatically in relation to all traffic flow that enters the network. Specifically, these actions include:

Send an alarm to the administrator (as it could be in an IDS)
Takedown malicious packages
Block traffic from the source address
Reset the connection

As an online security component, IPS must work efficiently to avoid degrading network performance. It should also work fast because exploits can occur almost in real-time. The IPS must also detect and respond accurately, in order to eliminate threats and false positives.

THE BEST INTRUSION PREVENTION SYSTEMS

Our list contains a combination of several tools that can be used to protect against intrusion attempts. Most of the tools included are true intrusion prevention systems, but we also include tools that, although not marketed as such, can be used to prevent intrusions. Remember that, more than anything, your choice of what tool to use should be guided by what your specific needs are.

Intrusion Prevention System Software

1. SOLARWINDS LOG & EVENT MANAGER 

Some of the advanced features of this product qualify it as an intrusion detection and prevention system, while others place it in the Security Information and Event Management (SIEM) range. The tool, for example, presents correlation of events in real time and remediation in real time.

The SolarWinds Log & Event Manager features instant detection of suspicious activity (an intruder detection functionality) and automated responses (an intrusion prevention functionality). This tool can also be used to conduct security event investigation and forensic analysis. Due to all the advanced features of the software, they make it more of an integrated security platform, than just the event and record management system.

2. SPLUNK

Splunk is probably one of the most popular intrusion prevention systems. It is available in several different editions with different feature sets. Splunk Enterprise Security (or Splunk ES, as it is usually called) is what you need for true intrusion prevention. The software monitors your system data in real time, looking for vulnerabilities and signs of abnormal activity.

The safety response is one of the strong suits of the product and what makes it an intrusion prevention system. It uses what the provider calls the Adaptive Response Framework (ARF). It integrates with equipment from more than 55 security providers and can perform an automated response, accelerating manual tasks. The tool has a simple and clear user interface, which makes it a winning solution. Other interesting protection features include the "Remarkable" function, which shows user-customizable alerts and the "Asset Investigator" to mark malicious activities and prevent additional problems.

Intruder detection system - IDS

The Internet, as we know is an extremely important tool, we are increasingly dependent on it, and we provide services that can be accessed through the world wide web. But with that, new ways of circumventing network security, new internet points contaminated with viruses / trojans or other pests are emerging every moment, and if we have not prepared, we could be the next victim.

When we put our network on the Internet, we try to close all doors of unauthorized access. It is the same, that when we build our house, we try to put, gate, windows, doors, everything with locks and padlocks. Unfortunately, the bandits get better, and look for ways to invade your home, either by destroying the lock, breaking the windows, digging an access tunnel, or when out of distraction and without realizing it, we leave an open door so that the thief doesn't have any difficulty to invade your home. From the moment he managed to enter, it is to hope that the damage is not great.

An intrusion detection and prevention systems tool has the following basic principles:

• How many attempts at attacks do we suffer each day ?;
• What types of attacks were used ?;
• What are the origins of the attacks?

The IDS as we have seen is an essential part of a network security system, and with each passing day, this system gains great prominence. The growth of intruders and forms of invasions is proportionately linked to the growth of the Internet, so this security item on your network is mandatory, to give peace of mind and reliability to your users, suppliers and customers.

Our solution includes:

• Installation;
• First steps;
• Training;
• Documentation;
• 30-day Technical Support.