How can I become a computer system administrator?

The IT administrator manages and maintains the server on the organization's computer. In one day, they could face stacks of servers, dozens of network cables that pass through and seriously damage the hardware and software running in the local area of ​​the company and in a large area.

The major contribution of network and IT systems administrators is to maintain the organization's workflow and keep communication lines open. This job is not for the faint hearted. Since companies depend on their networks for much of their work, problems need to be resolved quickly and completely. In addition to identifying and resolving network problems, the computer system administrator must also make updates for all equipment and software so that they are up to date.

How can I become a computer system administrator?

The work of network and IT systems administrators often requires a bachelor's degree, usually in computer science or computer science, although sometimes a computer science or electrical engineering degree may be accepted. Computer programming, network or system design courses will be very useful.

Some companies require administrators to obtain a master's degree, while others are willing to receive an associated diploma or professional certification along with their work experience. It is also important to complete the certification program and follow new technological developments.

"It is important to keep up with technology trends and changes by reading blogs, technology magazines and attending conferences," said Simran Sandhu, senior manager of network engineering services at Splunk, a San Francisco-based software company. "It is also important to study and learn the basics of network technology and to gain an in-depth understanding of the flow of information. Being able to identify key services such as DNS, DHCP and firewalls and determine the role they play in the network infrastructure."

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Advantages of the Outsourcing Help Desk/Service Desk

A large company can have multiple support offices to meet various needs. In addition, while most companies have an internal support office, outsourcing assistance also offers numerous advantages:

1. Cost savings: by offering scalability and expertise, a company with outsourcing experience that can provide customer support can offer more profits than an internal design.

2. Quality: outsourcing a specialist's requirement for assistance entails improving the quality of services, accompanied by a reduction in response times and resolution of complaints.

3. Optimization of resources: outsourcing of the support service allows the internal allocation of the workforce and other resources to the main competence of the company. This facilitates increased productivity and focuses on mission-critical activities.

4. Scalability: as the company grows daily, technical support also needs constant positioning. An internal support service could consume investments, time and resources as demand increases for this service. The problem is greatly reduced when the work is subcontracted, since in this case it is necessary to update only the types and parameters of the service.

5. Disaster Recovery: outsourcing is an appropriate strategy for planning business continuity, since the delivery and availability of the company to its users are not hindered, in the face of risks and emergencies.
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HISTORY OF THE HELP DESK

A traditional explanation of cost centers versus profit centers states that "although profit centers are managed to generate income, cost centers are not associated with the generation of direct profit". Although this explanation is correct from an accounting point of view, there is no doubt that a help desk can function as a profit center, whether it works for an internal or external customer.

It is true that support services are generally regarded as cost centers. Industrial studies even show that five of the eight helpdesks are considered cost centers by other services within their organization. It is also true that measures related to a help desk generally include elements such as agent productivity, cost per call and other efficiency measures. However, smart managers have discovered that changing the way help desk is viewed paves the way for becoming a profit center.

HISTORY OF THE HELP DESK

Throughout the history of helpdesks, also known as helpdesks, customer service centers, support centers and contact centers, their goal was to solve customer-specific problems. These help desks were made in the 1980s, when computers with mainframes were operating. And these early support services were primarily devoted to "problem-solving" problems.

In the late 1980s, the British government established the Central Computing and Telecommunications Agency (CCTA) to improve the quality of IT services purchased. In particular, they wanted to lay the foundation for reducing IT service costs and improving their quality through the use of best practices. This effort expired over the years and eventually became the five-part book series known as ITIL.

One of ITIL's most important IT support concepts is the term "service desk". This term and ITIL best practices have evolved the IT industry from a fixed point of view towards a service center that provides services to end users, as well as all the traditional activities of the help desk.

"Services" includes the answer to the questions "How do I ...". This includes informing users of an impending maintenance period when the computer system is not available. They include informing customers about zero-day threats, malware infections, and new features. In short, a service center is the customer-centric part of a broad business service delivery model - which can have a dramatic impact on customer satisfaction levels.

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What is a Help Desk and Its Importance

A helpdesk is a multidimensional resource, designed to help reduce time conditions in IT services and functions and make them available for maximum time. It is specifically focused on the functionality of the end user and is therefore responsible for the immediate resolution of immediate needs, events and technical problems of the end user.

Any basic executive desk must be able to provide technical support for returning an end user in an executive manner. As a good practice, a software helpdesk usually uses special software to record, track and manage the issues raised. In addition, the guide contained in the ITIL (Library Technology Infrastructure) methodology is exploited for optimal performance.

Here are some of the features of an effective helpdesk:

• Ability to keep track of all upcoming events
• It works as a Single Point of Contact (SPOC) for IT support
• It offers basic problem management, problem escalation procedures and is supported by external expertise groups for high level events.
• It focuses on end user events and problems
• Collaborative and easy to use
• Maintains a database of all incidents and reported actions
• Ability to create monthly, half-yearly and annual reports on the number of problems, response times, time taken to issue these parameters and integrate them into a Service Level Agreement (SLA)

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How to choose the right Helpdesk software?

The implementation of an assistance service requires commitment and not only in financial terms, but also by the workforce. There are many things that the company should keep in mind when comparing the help desk software solution. In his study, "Critical Features for the CRM Customer Engagement Center," Gartner identified the key features that a good support service should have for the Customer Engagement Center.

Key functionality of a support service

Case management
It includes many actions. Since the creation of a ticket, assigning it to the merger and closing. A CEC support service solution must be efficient in managing all these functions. In addition, any ticket / case considered should be able to be communicated to all interested persons in a secure manner. Since the case must be distributed securely across all channels, proper authentication and authorization must be established. The customer database will be the CRM database that contains all the customer data. It is imperative that the helpdesk solution has security features such as masking or blocking data to allow collaboration, but in a secure environment.

Integration
Companies are becoming digital and the right integrations offer the additional benefit. Integration means the ability to manage endpoints, models, distribution models, growing users. Choosing the right integration can be a difficult task, since it depends on a number of factors, such as business requirements, developer skills, budgets, integration skills, among some. Traditional approaches to integration were effective but not adapted to current needs. Today, light and more receptive approaches are increasingly popular.

Mobile stand
Desktop computers have been outnumbered by the ever-powerful smartphones. In the current landscape, organizations require customer service applications that improve self-service and customer experience. The mobile browser, the mobile web and the mobile application are some of the ways to present the mobile interaction with the client.


Customer predictive analysis
According to Gartner, it is the ability to estimate or model potential aspects of a relationship. Predictive analysis is used to describe a data mining approach with four attributes, i.e. emphasis on forecasting (rather than description, classification or grouping), quick time to get information (measured in hours or days), emphasis on relevance commercial result ideas, increasing the emphasis on ease of use (making tools accessible to non-technical users).

Administrative knowledge
Having knowledge management solves the dual purpose. The organization has an economic option for customer service and customers can be responsible and feel empowered. Knowledge management is one of the fundamental resources of a customer-centric organization. It contains information on best practices and other operational processes. Knowledge management helps to convey an accurate and coherent message on all participation channels.

Digital engagement channels
The world is moving towards digitalization. Email management, live chat, virtual customer service assistants, conversation interfaces and joint browsing are some of the most used customer engagement channels today. However, they are effective only if they integrate perfectly to ensure a constant customer experience. Give customers the freedom to use the channel they prefer and when they prefer.

Management of participation in social networks.
The ability to allow organizations to go beyond the tracking of mentions in social networks and, in fact, to be involved with customers. It consists of four functions: external community software, social analysis for customer service, participation in social networks and internal community software. All of this allows customers to evaluate and review services and help organizations monitor and respond to customers on social networks.
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Popular Features of Help Desk Software

Email Support Send support email to a designated address, such as support@domain.com. These emails will automatically become tickets so that agents can benefit from a structured ticket workflow.
Knowledge Base A knowledge base is an archive of common answers and useful articles such as "how to do it" or best practices. Provides a self-service experience that can improve customer satisfaction and reduce support requests.

Self service portal. The self-service portal is an intuitive place to send questions in the form of a help desk ticket or get immediate answers via the knowledge base. Think of it as a user portal for help issues.
Community forum. Forums are a place where users can ask questions and the community can answer them.
Reports and analysis. The help desk software reporting features allow companies to track key metrics such as agent productivity, customer satisfaction and support costs. The detailed analyzes allow a continuous improvement of the quality and efficiency of the service.
Automation Help Desk The help desk software can automate common tasks to free up time from agents and maintain consistent actions. Automation can close an inactive ticket or notify a manager when a new P1 problem is created.
SLA management. The service level agreement is a contract between the help desk agent and the customer that defines the expected service level, such as the initial response time or the resolution time. SLAs can also be based on quality, for example by ensuring that customer satisfaction remains above 90%.
Personalization For many companies, the brand is important. Most help desk software allows companies to customize their help desk to carry the company's colors and logo. You can also create custom integrations in the help desk to extend the functionality of the help desk software.
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