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.
How do I connect High Speed Internet on a Mac OS 9.2? (G3)?
Q. Best Answer 10 Pts
I have the ethernet cable plugged in for the first time but still no internet. I'm in the TCP/Ip settings and changed it to ethernet....but it wants ip addresss and what not....If this is the correct way how do I get this info
also if you know how to migrate documents from the G3 mac OS 9.2 to a new iMac...that would be great....ive tried connecting with a firewire and booting up the old comp pressing T....but the new iMac says that it cant do it because the old has to have OS X...is there another way?
I have the ethernet cable plugged in for the first time but still no internet. I'm in the TCP/Ip settings and changed it to ethernet....but it wants ip addresss and what not....If this is the correct way how do I get this info
also if you know how to migrate documents from the G3 mac OS 9.2 to a new iMac...that would be great....ive tried connecting with a firewire and booting up the old comp pressing T....but the new iMac says that it cant do it because the old has to have OS X...is there another way?
A. You didn't indicate if your ISP is broadband cable or broadband DSL. Mac OS X has built-in features that allow users to connect to a DSL Internet broadband service, using an assigned PPPoE login name and password for authentication.
1.Click on the Apple Menu icon on the Desktop menu bar.
2.Select System Preferences.
3.In the System Preferences window, click on the Network icon.
4.In the Network window, click on the selection arrows for the âShowâ drop-down menu and choose Built-in Ethernet or Airport (depending on which connection method is being used).
5.Click on the PPPoE tab.
6.Check Connect using PPPoE.
7.Click on the Apply Now button to save your changes.
If you have a router, this option should be unchecked, then configure the router for PPPoE.
For Cable broadband, the ISP normally gives you a software plus they may need to register your MAC Address (I believe its called an ethernet ID or address for mac OS).
For the second question... sorry, I'm not familiar with Mac OS settings when it comes to file sharing.
Okay, knowing how frustrating this can be hope the following helps:
The Mac that will be doing the sharing:
1.Choose System Preferences either from the Dock or from the Apple Menu.
2. Select the "File Sharing" icon, under the "Internet and Network" catagory.
3.Turn on File Sharing.
The Mac that will connect to the file sharing Mac
1.In the Finder, select "Connect to Server..." from the Go menu.
2.From the list that appears, navigate your way to your file sharing Mac's name, and click Connect.
3.Enter your user name and password that you use when you log in normally on the Mac that is File Sharing. If the Mac your connecting to is running OS 9, then the user name and password will be the ones that you have set in the File Sharing Control Panel.
4.The File Sharing Mac's hard drive icon will appear on your desktop. Congradulations, you're sharing! You can copy to or from your files on that Mac.
5.Be sure you drag the icon of the File Shared Mac to the Trash (in the Dock) when you're done. This will log you off that computer.
http://wcts.whitman.edu/whit.bits/october2002/MacintoshFileSharing/FileSharingOSX.html
Here's another Article-
http://helpdesk.wisc.edu/page.php?id=256
Assign yourself a username and password
In order to allow you to access your files remotely, you will need to give yourself a username and password which will let you log in to your computer from another Macintosh. Open the File Sharing control panel (or Sharing Setup control panel on older versions of Mac OS), which is under Control Panels under the Apple menu.
In the Owner Name field, type the name that you would like to use as your username. If you wish, it can be the same as your e-mail username. Then, type a password of your choice into the Password field. This can also be the same as your e-mail password, but remember: no matter what you pick, be sure to keep your password secure. If someone knows your password, they could connect to your computer and access your files. In the Computer Name field (or Macintosh Name field on older versions of Mac OS), type in a name for your computer. It can be anything you like, but should be something that allows you to easily identify your own computer.
Once you have completed the above steps, click on the Start button in the File Sharing section of the window, directly below where you entered your username and password. You do not need to start Program Linking.
Check that your Macintosh is set up to use the network
File sharing uses a special communcation protocol called AppleTalk. This is different from the type of communication that occurs when you use the web or e-mail. Open the AppleTalk control panel, which is under Control Panels under the Apple () menu. Make sure Connect via is set to Ethernet. Your AppleTalk control panel should look something like this, though Current zone will be different depending on which building or residence hall you are in:
Important: remember the zone name next to Current zone in your AppleTalk control panel. You'll need to know this to connect to your Macintosh.
Make sure your Macintosh doesn't go to "sleep"
Newer Macintosh computers have a feature which lets them go to "sleep" after a period of inactivity, usually 30 minutes, to save energy. Unfortunately, you won't be able to access your Macintosh remotely if it has gone to sleep. To make sure your computer doesn't go to sleep, open the Energy Saver control panel, which is under Control Panels under the Apple () menu. Move the sleep control slider to the "Never" setting:
At this setting, your screen will still dim, but the computer will stay awake so that you can connect to it remotely. If you don't have an Energy Saver control panel, your Macintosh most likely is a model which doesn't sleep.
That's it! Now you're ready to connect to your Macintosh computer from any other Macintosh on the UW campus network.
Connecting to your Macintosh from another Macintosh
In order to connect to your computer from other places on campus, you'll need to leave your computer turned on, or make sure someone will be there to turn it on for you when you need it. The Macintosh you use to connect to your computer must also be directly connected to the network via ethernet. Good examples of these would be Macintoshes in University office buildings, the InfoLabs, or on ResNet. Let's imagine that you'd like to access your computer from a Macintosh in the InfoLab at Memorial Library, and your computer is on ResNet in Witte Hall. You can sit down any Mac at the Memorial InfoLab. To access your computer, select the Chooser from the Apple () menu.
In the Chooser, click on the AppleShare icon on the left. In the AppleTalk Zones section, find the zone that your Macintosh is in and select it (this was in the AppleTalk control panel of your Macintosh). If your Mac is on ResNet, the zone name is usually RESNET, followed by a dash and the name of your residence hall. On the right side of the Chooser, your Macintosh name will show up. Select your Macintosh, and press OK.
Type in your username and password, and press Connect. A window will appear that lists the name(s) of the hard drive(s) on your Macintosh.
Select the your hard drive, and press OK. You may now close the Chooser. On the desktop, below the normal hard disk icon, an icon representing your hard drive will appear.
When you open it, you will find it contains all the files that you are familiar with seeing on your own Macintosh. You can copy, move, edit, and print any of your documents, such as a word processing file; you can check your e-mail using the settings on your own computer without using a disk; you run programs that are only on your own computer; you can copy a document you may have been working on at the InfoLab to your own computer, or vice versa. When you connect to your computer using file sharing, you have access to all the files you would normally have if you sat right down in front of your computer.
Once you are done using your computer, close all the documents that reside on it and quit any programs you may have been using. Then, drag the icon on the desktop representing your hard drive to the Trash. This doesn't delete any files; rather, it disconnects you from your computer. Make sure to disconnect yourself when you are finished, or the next person to sit down at that computer would have access to your computer and all your files. As long as you remember to disconnect, and you keep your password secure, no one but you will be able to connect to your computer.
1.Click on the Apple Menu icon on the Desktop menu bar.
2.Select System Preferences.
3.In the System Preferences window, click on the Network icon.
4.In the Network window, click on the selection arrows for the âShowâ drop-down menu and choose Built-in Ethernet or Airport (depending on which connection method is being used).
5.Click on the PPPoE tab.
6.Check Connect using PPPoE.
7.Click on the Apply Now button to save your changes.
If you have a router, this option should be unchecked, then configure the router for PPPoE.
For Cable broadband, the ISP normally gives you a software plus they may need to register your MAC Address (I believe its called an ethernet ID or address for mac OS).
For the second question... sorry, I'm not familiar with Mac OS settings when it comes to file sharing.
Okay, knowing how frustrating this can be hope the following helps:
The Mac that will be doing the sharing:
1.Choose System Preferences either from the Dock or from the Apple Menu.
2. Select the "File Sharing" icon, under the "Internet and Network" catagory.
3.Turn on File Sharing.
The Mac that will connect to the file sharing Mac
1.In the Finder, select "Connect to Server..." from the Go menu.
2.From the list that appears, navigate your way to your file sharing Mac's name, and click Connect.
3.Enter your user name and password that you use when you log in normally on the Mac that is File Sharing. If the Mac your connecting to is running OS 9, then the user name and password will be the ones that you have set in the File Sharing Control Panel.
4.The File Sharing Mac's hard drive icon will appear on your desktop. Congradulations, you're sharing! You can copy to or from your files on that Mac.
5.Be sure you drag the icon of the File Shared Mac to the Trash (in the Dock) when you're done. This will log you off that computer.
http://wcts.whitman.edu/whit.bits/october2002/MacintoshFileSharing/FileSharingOSX.html
Here's another Article-
http://helpdesk.wisc.edu/page.php?id=256
Assign yourself a username and password
In order to allow you to access your files remotely, you will need to give yourself a username and password which will let you log in to your computer from another Macintosh. Open the File Sharing control panel (or Sharing Setup control panel on older versions of Mac OS), which is under Control Panels under the Apple menu.
In the Owner Name field, type the name that you would like to use as your username. If you wish, it can be the same as your e-mail username. Then, type a password of your choice into the Password field. This can also be the same as your e-mail password, but remember: no matter what you pick, be sure to keep your password secure. If someone knows your password, they could connect to your computer and access your files. In the Computer Name field (or Macintosh Name field on older versions of Mac OS), type in a name for your computer. It can be anything you like, but should be something that allows you to easily identify your own computer.
Once you have completed the above steps, click on the Start button in the File Sharing section of the window, directly below where you entered your username and password. You do not need to start Program Linking.
Check that your Macintosh is set up to use the network
File sharing uses a special communcation protocol called AppleTalk. This is different from the type of communication that occurs when you use the web or e-mail. Open the AppleTalk control panel, which is under Control Panels under the Apple () menu. Make sure Connect via is set to Ethernet. Your AppleTalk control panel should look something like this, though Current zone will be different depending on which building or residence hall you are in:
Important: remember the zone name next to Current zone in your AppleTalk control panel. You'll need to know this to connect to your Macintosh.
Make sure your Macintosh doesn't go to "sleep"
Newer Macintosh computers have a feature which lets them go to "sleep" after a period of inactivity, usually 30 minutes, to save energy. Unfortunately, you won't be able to access your Macintosh remotely if it has gone to sleep. To make sure your computer doesn't go to sleep, open the Energy Saver control panel, which is under Control Panels under the Apple () menu. Move the sleep control slider to the "Never" setting:
At this setting, your screen will still dim, but the computer will stay awake so that you can connect to it remotely. If you don't have an Energy Saver control panel, your Macintosh most likely is a model which doesn't sleep.
That's it! Now you're ready to connect to your Macintosh computer from any other Macintosh on the UW campus network.
Connecting to your Macintosh from another Macintosh
In order to connect to your computer from other places on campus, you'll need to leave your computer turned on, or make sure someone will be there to turn it on for you when you need it. The Macintosh you use to connect to your computer must also be directly connected to the network via ethernet. Good examples of these would be Macintoshes in University office buildings, the InfoLabs, or on ResNet. Let's imagine that you'd like to access your computer from a Macintosh in the InfoLab at Memorial Library, and your computer is on ResNet in Witte Hall. You can sit down any Mac at the Memorial InfoLab. To access your computer, select the Chooser from the Apple () menu.
In the Chooser, click on the AppleShare icon on the left. In the AppleTalk Zones section, find the zone that your Macintosh is in and select it (this was in the AppleTalk control panel of your Macintosh). If your Mac is on ResNet, the zone name is usually RESNET, followed by a dash and the name of your residence hall. On the right side of the Chooser, your Macintosh name will show up. Select your Macintosh, and press OK.
Type in your username and password, and press Connect. A window will appear that lists the name(s) of the hard drive(s) on your Macintosh.
Select the your hard drive, and press OK. You may now close the Chooser. On the desktop, below the normal hard disk icon, an icon representing your hard drive will appear.
When you open it, you will find it contains all the files that you are familiar with seeing on your own Macintosh. You can copy, move, edit, and print any of your documents, such as a word processing file; you can check your e-mail using the settings on your own computer without using a disk; you run programs that are only on your own computer; you can copy a document you may have been working on at the InfoLab to your own computer, or vice versa. When you connect to your computer using file sharing, you have access to all the files you would normally have if you sat right down in front of your computer.
Once you are done using your computer, close all the documents that reside on it and quit any programs you may have been using. Then, drag the icon on the desktop representing your hard drive to the Trash. This doesn't delete any files; rather, it disconnects you from your computer. Make sure to disconnect yourself when you are finished, or the next person to sit down at that computer would have access to your computer and all your files. As long as you remember to disconnect, and you keep your password secure, no one but you will be able to connect to your computer.
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