Q. Thanks
A. Hardware:
*A decent computer : urgent calls require fluent computers, HP COMPAQ computers are ideal for business laptops
*Wireless headset + phone, vOIP = a plus, try helping a client with the phone in one hand and operating the computer with the other
*An extra monitor, so dual monitors can be used
Software:
*A call registerring program/ticketing system/... There's many free online php packages that do this, but this mostly depends on how your helpdesk will work. Can customers report problems via phone, email or website altogether, or one exclusively? You will need to track open calls, submit calls, add comments and perhaps establish a knowledge base for future reference AND for employees that might be hired in the future.
I would reccomend NOT using email exclusively, but a ticketing system. If you'd like to know why, I would gladly elaborate about this via mail (IM_geek@ymail.com).
*A screensharing program, if you're offering some kind of IT tech support. Teamviewer (www.teamviewer.com) is perfect! IT can be used freely or you can buy a license. Commercial (=multiple) use requires a paid license. Fantastic piece of software. I've used LogMeIn, Go2Assist, kVNC, Radmin viewer, etc, but Teamviewer takes the cake
*A program to keep track of remote connection (again, if you plan to offer IT TECH support and need to log into remote servers).
VisionApp Remote Desktop is good, free alternative for this (http://www.visionapp.com/resources/downloads/products-freeware.html).
IT Support is underestimated and extremely, extremely important. Implementing a solution with a client is only half the work.
*A decent computer : urgent calls require fluent computers, HP COMPAQ computers are ideal for business laptops
*Wireless headset + phone, vOIP = a plus, try helping a client with the phone in one hand and operating the computer with the other
*An extra monitor, so dual monitors can be used
Software:
*A call registerring program/ticketing system/... There's many free online php packages that do this, but this mostly depends on how your helpdesk will work. Can customers report problems via phone, email or website altogether, or one exclusively? You will need to track open calls, submit calls, add comments and perhaps establish a knowledge base for future reference AND for employees that might be hired in the future.
I would reccomend NOT using email exclusively, but a ticketing system. If you'd like to know why, I would gladly elaborate about this via mail (IM_geek@ymail.com).
*A screensharing program, if you're offering some kind of IT tech support. Teamviewer (www.teamviewer.com) is perfect! IT can be used freely or you can buy a license. Commercial (=multiple) use requires a paid license. Fantastic piece of software. I've used LogMeIn, Go2Assist, kVNC, Radmin viewer, etc, but Teamviewer takes the cake
*A program to keep track of remote connection (again, if you plan to offer IT TECH support and need to log into remote servers).
VisionApp Remote Desktop is good, free alternative for this (http://www.visionapp.com/resources/downloads/products-freeware.html).
IT Support is underestimated and extremely, extremely important. Implementing a solution with a client is only half the work.
What is the help desk solution?
Q. what is that and how can it use in a new company which have 5000 employees
please explain it to me clearly, thanks
please explain it to me clearly, thanks
A. A help desk is an information and assistance resource that troubleshoots problems with computers and similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. There are also in-house help desks geared toward providing the same kind of help for employees only.
In the Information Technology Infrastructure Library, within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management best practice, a Help Desk may offer a wider range of user centric services and be part of a larger Service Desk.
Functions
A typical help desk has several functions. It provides the users a central point 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 ticket number. This can also be called a "Local Bug Tracker" or LBT. The help desk software can often be an extremely beneficial tool when used to find, analyze, and eliminate common problems in an organization's computing environment.
The user notifies the help desk of his or her issue, and the help desk issues a ticket that has details of the problem. If the first level is able to solve the issue, the ticket is closed and updated with documentation of the solution to allow other help desk technicians to reference. If the issue needs to be escalated, it will be dispatched to a second level.
There are many software applications available to support the helpdesk function. Some are targeting enterprise level helpdesk (rather large) some are targeting departmental needs. See Comparison of issue tracking systems.
Organization
Large help desks have different levels to handle different type of questions. The first-level help desk are 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 on set of a call. If the issue isn't resolved at the first-level, the ticket is escalated to a second, or higher level that has the necessary resources to handle more difficult calls.
Larger help desks have a person or team responsible for managing the tickets and are commonly called queue managers or queue supervisors. The queue manager is responsible for the ticket queues, which can be setup 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 a ticket 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.
Deskside team
The deskside team 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 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.
Other teams
Some companies have a telecom team that is responsible for the phone infrastructure such as PBX, voicemail, VOIP, telephone sets, modems and fax machines. They are responsible for configuring and moving telephone numbers, voicemail setup and configuration and are assigned these types of issues from the help desk.
Companies with custom application software may also have an applications team, who are responsible for development of any in-house software. The Applications team may be assigned problems such as software bugs from the Help Desk. Requests for new features or capabilities to in-house software that come through the Help Desk are also assigned to Applications groups.
Not all of the help desk staff and supporting IT staff are in the same location. With remote access applications--such as Microsoft Remote Desktop, PcAnywhere, IBM Tivoli and Danware Net Op--technicians are able to solve many help desk issues from another location or their home office. There is a need for on-site support to physically work on some help desk issues; however, help desks are able to be more flexible with their remote support. They can also audit workstations.
Help desk is a broadly applied term referring to a staffed resourceâoften, an actual desk, or a telephone serviceâthat can help persons answer questions or to use resources such as audio-visual or computer resources.
In the Information Technology Infrastructure Library, within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management best practice, a Help Desk may offer a wider range of user centric services and be part of a larger Service Desk.
Functions
A typical help desk has several functions. It provides the users a central point 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 ticket number. This can also be called a "Local Bug Tracker" or LBT. The help desk software can often be an extremely beneficial tool when used to find, analyze, and eliminate common problems in an organization's computing environment.
The user notifies the help desk of his or her issue, and the help desk issues a ticket that has details of the problem. If the first level is able to solve the issue, the ticket is closed and updated with documentation of the solution to allow other help desk technicians to reference. If the issue needs to be escalated, it will be dispatched to a second level.
There are many software applications available to support the helpdesk function. Some are targeting enterprise level helpdesk (rather large) some are targeting departmental needs. See Comparison of issue tracking systems.
Organization
Large help desks have different levels to handle different type of questions. The first-level help desk are 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 on set of a call. If the issue isn't resolved at the first-level, the ticket is escalated to a second, or higher level that has the necessary resources to handle more difficult calls.
Larger help desks have a person or team responsible for managing the tickets and are commonly called queue managers or queue supervisors. The queue manager is responsible for the ticket queues, which can be setup 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 a ticket 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.
Deskside team
The deskside team 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 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.
Other teams
Some companies have a telecom team that is responsible for the phone infrastructure such as PBX, voicemail, VOIP, telephone sets, modems and fax machines. They are responsible for configuring and moving telephone numbers, voicemail setup and configuration and are assigned these types of issues from the help desk.
Companies with custom application software may also have an applications team, who are responsible for development of any in-house software. The Applications team may be assigned problems such as software bugs from the Help Desk. Requests for new features or capabilities to in-house software that come through the Help Desk are also assigned to Applications groups.
Not all of the help desk staff and supporting IT staff are in the same location. With remote access applications--such as Microsoft Remote Desktop, PcAnywhere, IBM Tivoli and Danware Net Op--technicians are able to solve many help desk issues from another location or their home office. There is a need for on-site support to physically work on some help desk issues; however, help desks are able to be more flexible with their remote support. They can also audit workstations.
Help desk is a broadly applied term referring to a staffed resourceâoften, an actual desk, or a telephone serviceâthat can help persons answer questions or to use resources such as audio-visual or computer resources.
WTF!! Virus detected on a clean pen drive?
Q. I am using AVG (free & updated) and whenever I take my flash drive on to another computer, virus is detected by Avast/Kaspersky. My PC is not infested with virus and I m pretty much sure about it. If it had been infected then I would definitely have experienced PC lag/slow net speed or unnecessary CPU usage. Now the question arises how the fck do i determine that my PC is clean or is it just some kind of rivalry going on between antivirus softwares?
A. Everyone @@@@PLEASE READ THE QUESTION@@@@
Having more than 1 antivirus installed can and will cause conflicts and cause them to be less effective at detecting Malware
Avast/Kaspersky<--------choose one or the other, but 2 will not work. And use their uninstaller tool
Ultimate List of Uninstallers
http://singularlabs.com/uninstallers/security-software/
If you need a second opinion, my suggestion is
Malwarebytes' Antimalware(FREE)
"Malwarebytes Anti-Malware is not meant to be a replacement for antivirus software. Malwarebytes Anti-Malware is a complementary but essential program which detects and removes zero-day malware and âMalware in the Wildâ. This includes malicious programs and files, such as viruses, worms, trojans, rootkits, dialers, spyware, and rogue applications that many antivirus programs do not detect or cannot fully remove. It is important to note that Malwarebytes Anti-Malware works well and should run alongside antivirus software without conflicts
http://downloads.malwarebytes.org/mbam-download.php
~~~~~
Knowledge Base
http://helpdesk.malwarebytes.org/home
Having more than 1 antivirus installed can and will cause conflicts and cause them to be less effective at detecting Malware
Avast/Kaspersky<--------choose one or the other, but 2 will not work. And use their uninstaller tool
Ultimate List of Uninstallers
http://singularlabs.com/uninstallers/security-software/
If you need a second opinion, my suggestion is
Malwarebytes' Antimalware(FREE)
"Malwarebytes Anti-Malware is not meant to be a replacement for antivirus software. Malwarebytes Anti-Malware is a complementary but essential program which detects and removes zero-day malware and âMalware in the Wildâ. This includes malicious programs and files, such as viruses, worms, trojans, rootkits, dialers, spyware, and rogue applications that many antivirus programs do not detect or cannot fully remove. It is important to note that Malwarebytes Anti-Malware works well and should run alongside antivirus software without conflicts
http://downloads.malwarebytes.org/mbam-download.php
~~~~~
Knowledge Base
http://helpdesk.malwarebytes.org/home
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