Best Practices of IT Service Desk

Best practices of the IT service desk
Companies have been running IT services for many years and some good practices have emerged from these operations.

Customer involvement

• Review customer behavior and expectations to make sure you understand their needs
• Provide a self-help portal for the end user accessible 24 hours a day (even when the service desk is closed)
• Use SLAs and priority / severity classification to differentiate requests, so that you can first address the most critical
• Try to solve the problems at the first point of commitment and avoid brochures, escalations and the need to call back
• Conduct customer satisfaction surveys regularly to understand what your customers think about the services they are receiving.

Service Desk Management & Reporting

• Use real-time help desk reports, panels, and analyzes to monitor operations and initiate corrective actions before problems become problems.
• Make sure the scaling and transfer processes are clear and well understood to prevent loss of ALS
• Leverage the analytical capabilities of your ITSM system to reduce the time / effort to generate reports
• Make sure management experiences are first hand in his service desk operations to appreciate what the service desk staff does and the challenges it faces
• Treat service desk staff as a professional communicator and problem solver by providing them with the tools they need to succeed.

Use of technology to support IT service

• Implementing the service requires workflow features in the support service software to help orchestrate escalations and transfers
• Provide automation functionality for common user requests (login, password reset, etc.)
• Use the software on the service desk to facilitate and record communications between agents and applicants.
• Integrate your Service Desk systems into your wider ITSM to provide agents with greater access to information about the IT environment

Knowledge Management

• Implement a knowledge management system to acquire knowledge in a place that multiple people can access.
• Provide answers to frequently asked questions directly to end users, avoiding the need to contact an agent
• Keep your knowledge records current and accurate by checking and deleting knowledge records frequently

Read Also : outsourced noc and help desk services

Help Desk Technician Education Requirements

Help Desk Technician Education Requirements

In general, a university diploma is not required for entry-level help positions, however, it can help you get the interview and work faster and with a higher salary than candidates without a diploma. For those seeking formal education, computer systems degree programs (CIS), help desk administration, technical support and network administration provide a solid foundation for the professional career of the training desk. technical help. If you want a university education, but not on time and at the expense of a 2 or 4 year degree program, consider a certificate specializing in PC repair or IT / helpdesk support.

Marketable skills to look for in a graduate program for help desk technicians include PC repair, network administration, operating system implementation and configuration, information security, device troubleshooting mobile and desktop and transversal skills such as service customers and verbal and written communication.

Skills of a help desk supporter

For help desk technicians, IT certifications offer a viable alternative or complement to an accredited degree program. CompTIA A + and Rete + certifications are the ideal starting point, as they introduce essential IT domains and provide valuable information about the IT infrastructure. The A + curriculum also includes a strong customer service component, a key element in today's IT-focused business labor market. The next step in monitoring the help desk certification could be to master a popular operating system, such as Microsoft MCSA: Windows and MCSE: desktop infrastructure credentials.

With the recent emergence of sophisticated online simulations and PC hardware packages that can be sent to remote students, help desk technician training works well in a distance learning format.

Find and compare the best training programs for service technicians online and in your area.

Where Do Network Administrators Work?

Network administrators are needed for almost all sectors. To demonstrate this, we use Burning-Glass.com job submission software to review more than 108,000 network management jobs published last year and identify the main sectors hired by network administrators. This is what we found: 

• Design of computer systems and related services.
• Technical consulting services.
• Schools, universities and vocational schools.
• Architecture, engineering and related services.
• Insurance companies
• Health care

As you can see, getting a degree in Network Administration means that you will have many options when choosing a field.

What is a typical network administrators day?

As seen in the previous tasks, a network administrator has a detailed job description: manage a complete network, prevent and solve network problems and support several teams and individuals. This means that there is rarely a "typical day" in the life of a network administrator.

"No two days are the same," says Meyer. He says that a "normal day" could include the review of records, audit processes, closing of end users and construction of projects. Projects could include the automation of routine daily processes or technological research and brainstorming creative solutions for the needs of the organization's network.

The work schedule of network administrators is another factor to consider: it is quite common for network administrators to work regularly more than 40 hours per week and some may work "on call", where they may be invited to work after hours Attention. normal. in case of emergency .

What are Fiber Optic Cables Made Of?

Let's take a look at the construction of fiber optic cables, which are one of the simplest but most powerful tools in data transmission today. The different components that form a fiber cable are the core, the coating, the Kevlar®, the splint and the connector. After assembly, the fiber core is polished and, therefore, ready to transmit data.

The core is a continuous thread of super thin glass that is about the same size as a human hair. It is the center of the fiber cable and the medium through which the light pulses are transmitted.

The core is surrounded by a coating layer. The coating surrounds and reflects the light in the center. Together, the core and coating make up the so-called fiber.

Kevlar® is a registered trademark of strong synthetic material or yellow "hair" which is used as a protective outer layer for the fiberglass core it protects. Its high tensile strength protects the cable from damage when pulled.

Around the Kevlar there is the cable cover or coating, which is the outer cover of the cable body. It is most commonly an ascending tube (a soft and rubbery plastic called PVC) or a plenum (similar to the ascending tube, but in the case of a fire, it does not burn so easily or emits some toxins in its smoke). Environmental conditions determine the most appropriate type of jacket.

Next is the starter cable. This is the plastic / rubber part that begins the transition from the cable to the connector. The goal is to support the most flexible cable when it comes out of the connector, avoiding breakages, kinks and general tensions in the cable.

Finally, the connector is the piece that connects to the equipment. It usually has some type of locking mechanism, like a card. The connector is what most people grab when installing or removing a cable.

The slat is the protruding part of a fiber connector. It is often made of ceramic, plastic or stainless steel and houses the end of the fiber to align it precisely for interconnection with the optical transceiver or other fiber.

The fiber is inserted into the splint and cemented with an epoxy or adhesive. This confers long-term mechanical strength and prevents contamination. The slat is the most important and expensive part of a fiber connector. If the length, the centering of the holes and the internal / external diameters are not correct, an incorrect connection occurs.

It can be tempting to touch the end of the splint to see if you can feel the real fiber. Nobody should do this, as it will leave dirt and oils on the ends of the glass, preventing their ability to transmit data effectively.

The fiber at the end of the splint is meticulously polished to ensure adequate data transmission. The fiber must be polished to the appropriate shape and length so that there are no breaks in the signal The end point of the fiber is polished with a patented process, then inspected and rigorously tested, obtaining the best possible fiber termination in the market. Industry standards impose specific amounts of acceptable data transmission errors (also known as "light loss") on a connection. When you add these potential loss values ​​for each link in a connection, you have a loss budget.

If fiber connections exceed your loss budget, you run the risk of losing an efficient data transfer. Also, as speed increases, these budgets decrease.

Read Also : fiber optic installer salary

Fiber Splicer Career Outlook & Salary Summary

A fiber splicer is an IT professional who installs and repairs telecommunication lines and other equipment. Sometimes referred to as a line installer, line repairer or telecommunication technician, he is often the problem solver for any problem that may occur along the cable, the Internet and other communication lines. Salaries vary based on experience, employer and position.

Salary summary

According to the Bureau of Labor Statistics, half of all line installers and repairers, including fiber splicers, earned at least $ 51,720 per year in 2011. 10 percent of the best workers earned more than $ 74,890, while the 10 percent lower does not exceed $ 27,480 per year.

Salary by experience

A survey conducted by Modis, a national IT recruitment service, provides more detail on the potential of your earnings. As of 2012, a telecommunications technician with less than three years of experience averaged $ 46,600 a year. Those with 2-5 years of experience earned $ 55,800, while those with five or more years of experience earned $ 67,300.

Employer Salary

It is not unusual for the size of the company to affect wages, not as much as years of work, but still with some influence on profits. For example, a telecommunications technician with 2-5 years of experience can expect to earn just over $ 53,000 a year in a small business. However, if you worked in a medium-sized company, your salary would be closer to $ 54,300 per year. In a large company, your salary would increase to almost $ 56,000 a year.

Salary per position

As with any job, location affects wages and a fiber splicer is no exception. For example, line installers and repairers in New York took full advantage of the nation, with an average of $ 65,550 a year. Those who worked in Alaska ranked second, earning an average of $ 62,790 a year. Massachusetts line installers and repairers also got better results, earning $ 62,240 a year. In Georgia, however, the average salary was only $ 35,190 per year.

Work perspective

According to estimates by the Bureau of Labor Statistics, fiber splicers, especially telecommunications splicers, will notice 13% more job opportunities until 2020. This is approximately in line with the average growth rate for all professions of 14 per hundred. Although many people rely more on wireless communication, telecommunication lines are still needed to carry the signal through wireless routers and other devices, which helps maintain the demand for this paper.

Also read - fiber splicing certification

Career Opportunities for Fiber Optic Technicians

Every year our world becomes increasingly dependent on data and our ability to transfer it. There are few aspects of modern life that electronics and information technology do not touch and shape: from the world of business and finance to social communication and entertainment to government, military and scientific explorations. The fabric of our society is literally made up of fiber optic cables. The ability to design, install, maintain and use this technology is critical to maintaining our technology-based culture, now and in the future.

Career opportunities for fiber optic technicians

Contents of fiber optic installers and repairs Due to the ubiquitous need for fiber optic data transmission, career opportunities in the fiber optic sector are different. Depending on their experience and training, a certified fiber optic technician can find a job as an installer, work outdoors in manholes or electric pylons, or perform installation and troubleshooting for customers at home and in the office. According to the Bureau of Labor Statistics (BLS), workers earning an average annual wage of $ 54,450 in the installation and repair of telecommunication lines in May 2014. Line workers are also more likely to be offered a union.

The Fiber Optic Association (FOA), an international non-profit association for fiber professionals, says that full-time employees in these positions receive generous benefit packages as part of their remuneration. The sector continues to request qualified and certified personnel capable of designing fiber systems and local networks which are then installed and managed by other employees in the fiber sector.

The advantages of fiber optic certification

In almost all cases, the certification of the Electronic Technicians Association (ETA) represents a significant advantage for those who wish to pursue a career in the field of optical fibers. The benefits of fiber optic certification are almost different compared to potential career paths in this sector and include:

Be recognized as the best. ETA uses the international community's competence standards for certification exams and maintains membership in the International Certification Accreditation Council. ICAC monitors its members' programs in a five-year program to ensure that they are up to date with developments in the industry and continue to meet the highest standards. In addition, a feasibility study by the National Skills Standards Board has shown that ETA's electronic certification programs are among the best in the industry. Employers who see an ETA fiber certification on their resume are likely to see this as a sign of quality education and industry experience.

The opportunity to championship. Each certification exam is reviewed (at least) annually by a group of subject matter experts, trainers, representatives from various national associations, and ETA staff to ensure that the material contained in the exams is updated and complies with current industry standards. Candidates who receive their certification can rest assured that the knowledge they demonstrate reflects the best understanding of their industry that the industry has to offer.

A fair and objective assessment. ETA strives to keep its fiber certification programs free from prejudice against suppliers or products and from the demographics of the certification candidate. The programs offered by ETA comply with anti-discrimination and civil rights standards.

What Is a Fiber Optic Engineer? Certification Programs

What Is a Fiber Optic Engineer?

A fiber optic engineer is a telecommunications professional who specializes in designing fiber optic networks. As a fiber optic engineer, you will be responsible for assessing the current network, discerning the needs for the client or municipality, and designing a solution to those challenges, utilizing your expertise and skill in fiber optics. You must be highly knowledgeable and experienced with fiber optics and have exceptional problem-solving skills in this career.

Certification Programs :

Certificate programs in broadband cable and technology can be completed relatively quickly. A typical program consists of around 25 credit hours, less than half of the requirement for an associates degree. These courses include practical demonstrations of necessary skills such as testing and maintenance of cables, introductions to standard principles of communications, and other technical skills required for successful installation of communications equipment.

The certifications earned from these programs include the following certificates:

• Certified Fiber Optics Technician (FOT)
• Certified Fiber Optics Designer (FOD)
• Data Cabling Installer Certification (DCIC)
• Certified Military Fiber Optics Installation Professional (MFOI)

Which fiber certification is best for an employee depends upon the technical position that they are applying for but in general, a Certified Fiber Optics Technician (FOT) is a great entry certification for starting techs. It has a prerequisite of Electronics Technicians Association (ETA) FOI certification but is the fundamental building block of a career in a fiber optics installation and maintenance career. The course includes the certification exam on the last day of the course and is a streamlined way of attaining certification.

Fair and objective assessment

The certification body strives to ensure that all programs are free from bias and discrimination. The programs also comply with the various civil rights standards. This will go a long way in ensuring that employers and other clients have confidence in the quality of service that the professional can offer. Indeed, an objective assessment is a boost to the academic credentials of the fiber optic professional.