Our Vision

To give customers the most compelling IT Support experience possible.

Our Mission

Our mission is simple: make technology an asset for your business not a problem.

Our Values

We strive to make technology integrate seamlessly with your business so your business can grow. As your technology partner, when your business grows ours will grow with you, therefore, we will work hand in hand with you to support your growth.

Our Values

We develop relationship that makes a positive difference in our customers Business.

Our Values

We exibit a strong will to win in the marketplace and in every aspect of our Business

Tuesday, May 29, 2012

Helpdesk/ IT Support Know inside out Part 2

What Type of Education/real life skill needed for Help desk/ IT Support job ?


Get some hands on experience. Build your own PCs, buy some cheap ones from the local second hand seller and shuffle the parts around. Install drivers. Network them all together.

Nothing beats real experience. Ask a local company if you can work for them for free for a bit to gain experience and help them out.            

Certification *alone* will not get you anywhere. Your doubt and insecurity will be shared by any prospective employer.

The skill you required are:
      1-The ability to troubleshoot real-life PC problems (AV/Malware infections, printer problems, and when to cut your losses and know when an OS reload is the best use of time)
      2-The desire to help others. Patience without feeling the need to teach the user how to use their computer. They just need to get their job done.
       3-Being creative. This will get you far. Only after years of experience will you know close to have the answers to your problems before you do research. In the meantime, being resourceful and creative will make up for it.
  • Effective listening and communication skills
  • Effective telephone techniques
  • Working in a team Environment
  • How to manage those difficult people
  • Managing stress in a job that demands “helping” people all the time
  • Maintaining motivation in demanding times
Certification: You could always start with a Comptia A+ Certification training course but ITIL v3 is must have, I would say. The certificate ensures that you have the skills needed for a basic IT environment
The Information Technology Infrastructure Library (ITIL), is a set of good practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITILv3 and ITIL 2011 edition), ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage. ITILv3 underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management, although differences between the two frameworks do exist.
ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC) – now part of the Cabinet Office. Following this move, the ownership is now listed as being with HM Government rather than OGC.
In addition you can do MCTS on Windows 7 Configuration; The Microsoft Certified Technology Specialist (MCTS) credential enables professionals to target specific technologies, and are generally the first step toward the Professional-level certifications. 
You should be able to install, deploy, and upgrade to Windows 7, including ensuring hardware and software compatibility. Additionally, you should be able to configure pre-installation and post-installation system settings, Windows security features, network connectivity applications included with Windows 7, and mobile computing. You also be able to maintain systems, including monitoring for and resolving performance and reliability issues. You should have a basic understanding of Windows PowerShell syntax.
CCNA will make you strong candidate and highly valued certification: CCNA (Cisco Certified Network Associate) is a certification from Cisco. CCNA certification is a second-level Cisco Career certification. CCNA certification validates the ability to install, configure, operate, and troubleshoot medium-size routed and switched networks, including implementation and verification of connections to remote sites in a WAN.
To achieve CCNA certification, one must earn a passing score on Cisco exam #640-802, or combined passing scores on both the ICND1 #640-822 and ICND2 #640-816 exams. Passing the ICND1 grants one the Cisco Certified Entry Networking Technician (CCENT) certification. Passing scores are set by using statistical analysis and are subject to change. At the completion of the exam, candidates receive a score report along with a score breakout by exam section and the passing score for the given exam
Who other terms of Help desk: You may have a title such as Help Desk Operator, Help Desk Analyst, Relationship Co-ordinator. Service Desk, Desktop Support etc.
What you can expect to learn/bring in Help Desk Environment:
Customer service in perspective
  • What is a customer service attitude
  • Adopting a customer service focus
  • Common customer service problems
Problem reporting
  • Central logging
  • Clarifying, prioritising and allocating problems
  • Problem ownership
  • Effective problem solving steps
  • Monitoring and escalating problems
  • Maintaining positive user satisfaction
Communication skills
  • The art of communication
  • Understanding customer expectations
  • Building rapport
  • Common misunderstandings
  • Handling complaints and difficult customers
  • Productivity and good human relations
  • Hold onto your positive attitude
  • Telephone commandments
  • Communicating using the telephone
  • Good and bad phone techniques
Task management
  • The six-step improvement model
Stress management
  • How stress affects your performance
  • Detecting and responding
  • Managing the stress warning signs

 



Helpdesk/ IT Support Know inside out Part 1


Help Desks are at the nerve centre of many organisations customer service focus. A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and e-mail. There are also in-house help desks geared toward providing the same kind of help for employees only.

Functions:  A typical help desk has many/several functions. It provides the users a single point of contact, to receive help on various computer issues. The help desk typically manages its requests via help desk software, such as an issue tracking system, that allows them to track user requests with a unique number. This can also be called a "Local Bug Tracker" or LBT. There are many software applications to support the help desk function. Some are targeting enterprise level help desk (rather large) and some are targeting departmental needs.

In the mid 1990s, Middleton at Robert Gordon University found through his research that many organizations had begun to recognize that the real value of their help desk(s) derives not solely from their reactive response to users' issues but from the help desk's unique position where it communicates daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the help desk can be valuable for use in planning and preparation for other units in information technology. It changes company to company..

Level 1 is generally phone support, although some see it as phone/desktop support.
Level 2 is generally desktop support (that is, your standing at the PC helping), although some see it as an escalation from Level 1 if its not the basics.
Level 3 is generally an escalation point from level 1/2, although some companies have them as product support, each member in level 3 does support for a specific application, generally they are industry or company specific custom programs.

Organization: Large help desk have different levels to handle different types of questions. The first-level help desk is prepared to answer the most commonly asked questions, or provide resolutions that often belong in an FAQ or knowledge base. Typically, an issue tracking system has been implemented that allows a logging process to take place at the onset of a call. If the issue isn't resolved at the first level, the issue is escalated to a second, higher level that has the necessary resources to handle more difficult calls. Organizations may have a third, higher level, line of support which often deals with software-specific needs, such as updates and bug fixes that affect the client directly.

Larger help desks have a person or team responsible for managing the issues and are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, larger help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue. Some help desks may have phone systems with ACD splits that ensure that calls about specific topics are put through to analysts with experience or knowledge on that topic.
Many help desks are also strictly rostered. Time is set aside for analysts to perform tasks such as following up problems, returning phone calls, and answering questions via e-mail. The roster system ensures that all analysts get time to follow up on calls, and also ensures that analysts are always available to take incoming phone calls. As the incoming phone calls are random in nature, help desk agent schedules are often maintained using an Erlang C calculation.
Desktop support/Desk side team:  The deskside team (sometimes known as "desktop support") is responsible for the desktops, laptops, and peripherals, such as PDAs. The help desk will assign the desktop team the second-level deskside issues that the first level was not able to solve. They set up and configure computers for new users and are typically responsible for any physical work relating to the computers such as repairing software or computer hardware issues and moving workstations to another location.
Network team:The network team is responsible for the network software, hardware and infrastructure such as servers, switches, backup systems and firewalls. They are responsible for the network services such as email, file, and security. The help desk will assign the network team issues that are in their field of responsibility.
Server Team/ Network Team:The server team is responsible for most, if not all, of the servers within the organization. This includes, but is not limited to, DNS or Domain Name System Servers, Network Authentication, Network Shares, Network Resources, Email accounts, and all aspects of server software. It also includes more advanced services such as databases, Storage or Content Management Systems, specialized proprietary services, and other industry-specific server-based applications.


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