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.
what are the usable anti virus for internet cafe?please give me some tips....?
Q. please
A. For internet Cafe Buy this (1) Anti-Virus Avira Premium Security Suite
All-around security for the Internethttp://www.avira.com/en/products/avira_premium_security_suite.html ntiVir
AntiAd/Spyware
AntiPhishing
AntiRootkit
AntiDrive-by
AntiBot
EmailScanner
WebGuard
RescueSystem
BackupSystem
AntiSpam
FireWall
GameMode
(2)Buy Malwarebytes' Anti-Malware is an anti-malware application that can thoroughly remove even the most advanced malware. It includes a number of features, including a built in protection monitor that blocks malicious processes before they even start.
Version 1.30 fixed minor issues with protection module, miscellaneous problems with heuristics. http://www.download.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html?tag=contentBody;mostPopTwoColWrap&cdlPid=10896905
(3) SUPERAntiSpyware Free and Professional Comparison http://www.superantispyware.com/superantispywarefreevspro.html
(4) Naomi WHAT IS NAOMI ?
Naomi is an advanced internet filtering program, easy to use and totally free, intended for families, and kids in particular.
Naomi is able to constantly monitor all internet connections, protecting children from inappropriate online material - such as obscene or violent contents; pornography, pedophilia and erotism in the form of images or texts; sites that popularize drugs; gambling games; terrorism; hate propaganda; occultism; sects; blasphemy, etc.
Naomi does not rely on a simple list of banned sites; instead, it examines in real-time all the data being transmitted and received through any internet application - such as web browers, chat programs, news readers, etc.
The filtering technology employed in Naomi features:
* Heuristic analysis capable of recognizing new material automatically.
* Semantic analysis of web pages contents and analysis of their addresses and links.
* Recognizes all the major languages (10+).
* Recognizes ICRA labelling system.
* Monitoring is not limited to web sites, but covers the whole local internet traffic.
* Works with all service providers and software applications, and does not alter settings.
* Allows blocking of file-sharing applications.
* Password-protected (the password is chosen during the installation).
* Easy to use: does not require configuration.
* Can be used on slow connections (it does not perform any download in background).
For detailed information please refer to the included user manual (you can also read the online FAQ here: frequently asked questions). http://www.radiance.m6.net/oldindex.html
(5) The Final Buy This Program but this you will put last you All Program in you Computer Read Before to Use it Faronics Deep Freeze helps eliminate workstation damage and downtime by making computer configurations indestructible. Once Deep Freeze is installed on a workstation, any changes made to the computerâregardless of whether they are accidental or maliciousâare never permanent. Deep Freeze provides immediate immunity from many of the problems that plague computers todayâinevitable configuration drift, accidental system misconfiguration, malicious software activity, and incidental system degradation.
Deep Freeze ensures computers are absolutely bulletproof, even when users have full access to system software and settings. Users get to enjoy a pristine and unrestricted computing experience, while IT personnel are freed from tedious helpdesk requests, constant system maintenance, and continuous configuration drift. http://www.faronics.com/html/deepfreeze.asp that All you can Use in you internet cafe i wish to you Good Luck.
All-around security for the Internethttp://www.avira.com/en/products/avira_premium_security_suite.html ntiVir
AntiAd/Spyware
AntiPhishing
AntiRootkit
AntiDrive-by
AntiBot
EmailScanner
WebGuard
RescueSystem
BackupSystem
AntiSpam
FireWall
GameMode
(2)Buy Malwarebytes' Anti-Malware is an anti-malware application that can thoroughly remove even the most advanced malware. It includes a number of features, including a built in protection monitor that blocks malicious processes before they even start.
Version 1.30 fixed minor issues with protection module, miscellaneous problems with heuristics. http://www.download.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html?tag=contentBody;mostPopTwoColWrap&cdlPid=10896905
(3) SUPERAntiSpyware Free and Professional Comparison http://www.superantispyware.com/superantispywarefreevspro.html
(4) Naomi WHAT IS NAOMI ?
Naomi is an advanced internet filtering program, easy to use and totally free, intended for families, and kids in particular.
Naomi is able to constantly monitor all internet connections, protecting children from inappropriate online material - such as obscene or violent contents; pornography, pedophilia and erotism in the form of images or texts; sites that popularize drugs; gambling games; terrorism; hate propaganda; occultism; sects; blasphemy, etc.
Naomi does not rely on a simple list of banned sites; instead, it examines in real-time all the data being transmitted and received through any internet application - such as web browers, chat programs, news readers, etc.
The filtering technology employed in Naomi features:
* Heuristic analysis capable of recognizing new material automatically.
* Semantic analysis of web pages contents and analysis of their addresses and links.
* Recognizes all the major languages (10+).
* Recognizes ICRA labelling system.
* Monitoring is not limited to web sites, but covers the whole local internet traffic.
* Works with all service providers and software applications, and does not alter settings.
* Allows blocking of file-sharing applications.
* Password-protected (the password is chosen during the installation).
* Easy to use: does not require configuration.
* Can be used on slow connections (it does not perform any download in background).
For detailed information please refer to the included user manual (you can also read the online FAQ here: frequently asked questions). http://www.radiance.m6.net/oldindex.html
(5) The Final Buy This Program but this you will put last you All Program in you Computer Read Before to Use it Faronics Deep Freeze helps eliminate workstation damage and downtime by making computer configurations indestructible. Once Deep Freeze is installed on a workstation, any changes made to the computerâregardless of whether they are accidental or maliciousâare never permanent. Deep Freeze provides immediate immunity from many of the problems that plague computers todayâinevitable configuration drift, accidental system misconfiguration, malicious software activity, and incidental system degradation.
Deep Freeze ensures computers are absolutely bulletproof, even when users have full access to system software and settings. Users get to enjoy a pristine and unrestricted computing experience, while IT personnel are freed from tedious helpdesk requests, constant system maintenance, and continuous configuration drift. http://www.faronics.com/html/deepfreeze.asp that All you can Use in you internet cafe i wish to you Good Luck.
anyone worked with help desk systems before?
Q. i need suggestions on how i can add enhancements to current helpdesk systems, web ones preferably. any suggestions will be appreciated.
A. I have developed, maintained, used, and deployed several Help Desk systems.
There are varying types of Help Desk systems that cater to varying audiences and what you write for one audience you cannot write for another.
Completely Web Based
This help desk software is installed on your web server, and only a web browser is needed to use it.
Remotely Hosted
Remotely hosted is a help desk service provided by another another. Often times, only a web browser is needed.
Local Software with Web
This help desk software requires local installation on each server or workstation, but also has some web integration.
Local Software
This help desk software requires local installation on each server or workstation.
Knowledgebase Software
This is software that offers knowledgebase/FAQ features only. Some help desk packages already include this.
Instant Chat Messaging
This is software dedicated to offering live chatting features. Some help desk packages already include this.
The question is too general as enhancements are usually geared toward the client's business needs, their customer base needs, their technologies, just to name a few of the deciding criteria. There are hundreds of help desk systems for thousands of business applications so enhancements can possibly number in the tens of thousands.
Perhaps if you are looking for a particular Help Desk system(s) or have a particular business model(s) for us to solve, we can point you in the right direction(s) - there are just too many frames of reference to work with.
There are varying types of Help Desk systems that cater to varying audiences and what you write for one audience you cannot write for another.
Completely Web Based
This help desk software is installed on your web server, and only a web browser is needed to use it.
Remotely Hosted
Remotely hosted is a help desk service provided by another another. Often times, only a web browser is needed.
Local Software with Web
This help desk software requires local installation on each server or workstation, but also has some web integration.
Local Software
This help desk software requires local installation on each server or workstation.
Knowledgebase Software
This is software that offers knowledgebase/FAQ features only. Some help desk packages already include this.
Instant Chat Messaging
This is software dedicated to offering live chatting features. Some help desk packages already include this.
The question is too general as enhancements are usually geared toward the client's business needs, their customer base needs, their technologies, just to name a few of the deciding criteria. There are hundreds of help desk systems for thousands of business applications so enhancements can possibly number in the tens of thousands.
Perhaps if you are looking for a particular Help Desk system(s) or have a particular business model(s) for us to solve, we can point you in the right direction(s) - there are just too many frames of reference to work with.
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