What does help desk mean?

A help desk, in the IT context, is a service within an organization which is responsible for answering the technical questions of its users. Most large IT companies have created help tables to answer questions from their customers. Questions and their answers are usually transferred via email, phone, website or online chat. In addition, there are internal help tables designed to provide the same form of help, but only for employees of the organization.

A standard help desk provides users with a single point of contact for help. Typically, support tables process requests through the use of help desk software or a problem tracking system, which allows help desk operators to track user requests to using a unique identifier, easily find common query solutions, prioritize cases, etc.

Larger help tables use different levels to handle different types of questions. The first level is usually configured to answer common questions or offer answers that generally belong to a knowledge base or to frequently asked questions. If the help desk technicians are unable to resolve the problem at the first level, the problem is transferred to the second level, which generally has better trained staff capable of handling more complex requests. Organizations can also use a third level, a group that typically handles specific software requirements, such as bug fixes and updates that have a direct impact on large customers.

Some standard titles associated with the help desk include the IT Response Center, the IT Support Center, the Documentation Center, the IT Solutions Center, the Customer Support Center, the Technical Support Center, the Resource Center, etc.

Also read : managed helpdesk

Difference Between an IT Service Desk, Help Desk or Call Center?

Companies often use the terms "call center", "helpdesk" and "customer service" interchangeably, which can be confusing. ITIL treats call centers and help tables as limited types of service tables, offering only part of what a service desk offers. With ITIL adopting a service-centered perspective and focusing on IT, this makes sense. For many companies, the definition of ITIL does not align with operational practices, which makes the distinction much more complicated. Here are explanations of the help desk and contact center features to provide a contrast to an IT service.

Help Desk

A help desk is a resource intended to provide the client or internal user with information and assistance related to the processes, products and services of a company. The purpose of a helpdesk support is to provide a centralized resource to answer questions, solve problems and provide solutions to known problems. Common examples of help desks include: technical support centers, product support / warranty functions, employee benefit banks and facility support centers. Technical support can be provided through several channels, including physical locations, free numbers, websites, instant messaging or email.

Call Center

A call center or contact center is a central point for managing contacts and interactions with customers. office in charge of handling a large volume of inquiries usually by phone (but could also include letters, faxes, social networks, instant messages or emails). Incoming call centers are often used for services such as product support, customer service, order processing and telephone services 24 hours a day, 7 days a week. Outbound call centers are used for activities such as telemarketing, debt collection and research. market. A company can have multiple call centers that support different parts of business operations (including IT) and can be managed internally or through an external agency.

As you can see, there are many overlays between the definitions of the help desk, the call center and the IT service desk. The distinction between them revolves around the scope of what the function covers and how they are structured:

An assistance service focuses on providing "help" and "repair" support. Support services should not focus on IT and can be used to admit exceptions to normal operations that take place throughout the company. They can be physical locations that interact directly with applicants in person or remote / virtual locations that use technologies such as telephone, email, chat and other technologies to facilitate virtual interaction.

Call centers are the most complete in the area of ​​the problems they cover, including technical and non-technical problems. Call centers do not personally interact with candidates and always involve some sort of intermediate technology to facilitate participation.

The IT service tables focus only on IT service support, but manage both responsive "guide" services and routine tasks such as resource provisioning, access management, etc. IT service tables can be physical locations that users can visit in person or remote operations such as a call center. Those who are ITIL experts can say that the help desk is tactical while the service desk is strategic; This will vary from one organization to another.

Read More : outsourced it help desk

What Skills Do the Network Administrators Have?

Obviously, network management positions will require considerable technical expertise, but the job is much more than knowing your stuff. These are some of the most common non-technical skills that will benefit you as a network administrator:

Analysis and critical thinking.

Network administrators must explore and resolve problems logically and consistently. "[The ability to take the concepts you learned in school and understand how they work and how they affect other concepts is the essence of being a network administrator," says Brad Meyer, Technology Advice systems admin. Even if you don't know the solution yet, you think that thinking critically will help you get there.

Time management

Network administrators manage multiple projects, people and problems simultaneously. This means that it is essential to organize in the present and look to the future to prepare for what will come next. It's like turning the dishes: with a little practice, a network administrator can keep everything in balance.

Interpersonal skills

Network administrators work with a variety of people, from network engineers to help desk employees to end users, explains IT consultant Eric Jeffery. He says bridging the gap between different groups of people requires patience and understanding.

A drive to learn more

The IT field is no stranger to change and new technologies can also put established network administrators behind the eighth ball. This means that the best network administrators have a passion for learning as they adapt to changing technological needs. This desire to learn more is important even for the most banal daily work, you will inevitably encounter problems that you have never seen before and the only solution is to start looking for possible answers.

What does a fiber optic technician do?

These professionals are responsible for installing and repairing fiber optic cables, creating and maintaining high-speed communication. Work activities include cabling, connection testing and problem solving of incorrect equipment. Challenges from this profession may include working with electronic and construction equipment in adverse weather conditions, as well as working at extraordinary heights or in confined spaces. This is not an entry level position and requires high technical competence and an understanding of communication and signal flow.

A growing field, with unlimited opportunities

The largest telecommunications company is currently in the aggressive expansion of its optical fiber network. Telecommunications giants, such as AT&T and Comcast, are in the midst of virtual vouchers in their regional competition, while Google Fiber is trying to turn economically problematic areas into a fully connected "concert city" to attract professionals. and technical services. The possibilities are interesting, but this means unique financial opportunities in life for those who have the most qualified staff.

The task of fiber optic technicians

• Install, solve problems, and maintain the fiber optic system.
• Sensors can be made and optical inspection can be done.
• Measure signal strength to ensure adequate performance.
• Store the fiber optic cable under or under water and connect the space.
• Perform routine inspections of the optical fiber system and identify and repair defects.

Payment differences by location

Employees with responsible fiber optic technicians in New York, New York, earned an average of 42.1% higher than the national average. This level of work also found salaries to be higher than the average in Seattle, Washington (23.7% more) and Houston, Texas (17.6% more). The lowest salaries were in Charlotte, North Carolina (15.2% less), Phoenix, Arizona (3.5% less) and Austin, Texas (2.8% less). Check here for more information on fiber optics jobs salary

Importance of Fiber Optic Certifications

For employers involved in the installation, maintenance or downsizing of fiber optic networks, it is sometimes a challenge to find fully certified workers. There are several certifications, but an employer has to choose which ones are the most beneficial for the employees.

No certification can be adequate to carry out all the activities necessary to meet industry standards. However, getting some of the certifications mentioned here can help your employees improve their skills and help you meet contractual demands..

Certified fiber optic installer (CFOI) - with cable installer certification, Installers learn to install and troubleshoot fiber optic cable networks so that they function efficiently. Installers must be competent to perform a combination of fibers, connectors and splices in the most common problems.

Military Installation Professional  (MFOI) - Certified professionals in military fiber optic facilities are certified for their skills in installing, testing and troubleshooting fiber optic systems in accordance with military standards. This certification focuses on fiber optic technologies used by military and government-affiliated agencies. This certification covers the use of tactical fiber optic connectors (TFOCA) and military standards for use.

Certified fiber optic technicians (CFOT) - The FOT certification is for those who work to solve the problems of fiber optic cable networks. They are certified to solve different cable systems with a combination of fibers, connectors and splices in common problems.

Fiber optic designer (FOD) - This certification validates the knowledge of local optical networks, with the ability to design a successful fiber optic system with network protocols, optical cabling, network configurations, industry communication standards, hardware selection, fiber count determination , splicing / termination methods, cable system tests and documentation. 

Data cabling installer certification (DCIC) - DCIC certifies the knowledge necessary to install and solve data and voice connection problems in workstations and telecommunications rooms. Skills for those who are certified include routes and wiring spaces, how to work with contractors, understand the various types of wiring, evaluate work and how to implement projects. DCIC installers know how to repair, connect and terminate cables or perform updates on existing networks.

What is Optical Fiber?

It is the communication technology that works by sending signals through the thin strands of glass fiber (and sometimes plastic fiber). It all started about 30 years ago in research and development labs (Corning, Bell Labs, ITT UK etc.) and was first installed in Chicago, Illinois, USA, in 1976. In the early 1980s, fiber optic networks connected the main coastal cities.

In the mid-1980s, fiber was replacing all telecommunications, copper, microwave and satellite links. In the 1990s, CATV discovered fiber and used it to increase the reliability of its networks, a serious problem. Along the way, they discovered that they could offer telephone and Internet services on the same fiber and significantly expanded their markets.

Computers and LANs started using fiber in the same period as telecommunications companies. Industrial bonds were the first, since the immunity to noise of the fiber and its ability to distance make it ideal for the factory floor. Mainframe storage networks followed, the predecessors of today's fiber SANs (storage area networks).

Other applications have also been developed: data buses for planes, ships and cars, CCTV cameras for security and even connections to consumer digital stereos!

Today, optical fiber is the dominant medium or logical option for all communication systems.

What is Fiber Optics?

Whenever you read an article or talk to someone about fiber optics, you need to know the writer's point of view. Optical fiber, as you see, is not the same. The writer is discussing "outside the factory" optical fiber, used in telephone or CATV networks. Or is the fiber optic "installations" article on buildings and campuses?

Like "wire", which can mean many different things - power, security, HVAC, CCTV, LAN or telephone - optical fibers are not all the same. And that can be a big source of confusion for the beginner. Check here for the fiber optic contractor jobs

Let's define our terms.

Outside Plant (OSP)

Telephone companies, CATVs and the Internet use many optical fibers, most of which are located outside buildings. It hangs on poles, is buried underground, pulled by a conduit or even submerged in water. Most travel relatively long distances, from a few thousand feet to hundreds of kilometers.

The installations of external systems are all in single-mode fiber (we will define the types of fiber in the next chapter) and cables generally have a very large number of fibers, up to 288 fibers. The cable designs are optimized to resist moisture and damage to rodents. Installation requires special pullers or plows and even trailers to transport giant cable reels.

Long distances mean that the cables are connected to each other, since the cables do not exceed about 4 km (2.5 miles) and most splices occur by fusion joining. The connectors (SC, ST or FC styles) on the factory-made braids are connected to the end of the cable. After installation, each fiber and splice is tested with an OTDR.

If it looks like a lot of money, you're right! The installer usually has a temperature controlled van or trailer for intersections and / or dump trucks. Investment in fusion joints and OTDRs can reach over $ 100,000.

Contractors who work outside the factory are few and far between. Most of the external telephone installations are carried out by the telecommunications company itself, while a limited number of large specialized installers manage CATV.

Installation wiring

On the other hand, the wiring of the installation - installed in a building or on a campus - involves short lengths, rarely exceeding a few hundred feet, with normally 2 to 48 fibers per cable. The fiber is mainly multimode, except the experienced user who installs the hybrid cable with multimode and singlemode fibers.

The change is largely unknown in local applications. Cables between buildings can be purchased with double coatings, PE for the external protection of plants on PVC for applications in buildings that require fire retardant coatings, so that cables can circulate continuously between buildings. Power connectors generally lose less than joints and connection panels offer more flexibility for movement, additions and modifications.

Most connectors are of the ST type, with some SC here and there. Termination occurs by installing connectors directly on the ends of the fibers, mainly using adhesive technology or, occasionally, some other variety of termination methods. The test is performed from a source and a meter, but each installer must have a torch-type tracker to check the continuity and connection of the fiber.

Unlike the external plant technician, the room wiring (which usually installs the power cable and Cat 5 also for LANs!) Probably has an investment of less than $ 2,000 in test tools and equipment.

There are thousands of cable installers doing fiber optic work. They found that this is not "rocket science" and their small initial investment in training, tools and test equipment is quickly compensated.

What is Fiber Optic Engineer?

A fiber optic engineer is a telecommunications professional, specializing in fiber optic network design. As a fiber optic engineer, you will be responsible for evaluating current networks, understanding the needs of customers or cities and designing solutions to these challenges, using your expertise and skills in fiber optics. You need to be very knowledgeable and experienced with fiber optics and have great problem-solving skills in this career.

What do fiber optic technicians do?

As a fiber optic technician or fiber network technician, you are responsible for installing and maintaining fiber optic networks. Optical fiber is used to transfer data for various purposes, such as telephone, cable television and internet. Fiber optic technicians work in commercial and residential settings, install new fiber optic lines and make improvements to existing networks. You can also be responsible for managing equipment, such as modems, or helping customers create email accounts.

Type of FOA certification

FOA offers industry-based certification (IBC), which means they are exam-based, managed and accredited by third parties and developed by the private sector. IBC has more validity than popular do-it-yourself education or online education because the standards are set by the authorities and are based on proven competencies. FOA offers two basic technical certifications in fiber optics, together with specialized certifications:

CFOT: Certified fiber optic technical certification proves that you have general knowledge about optical fiber that can be applied in almost all situations. Read more about cfot certification

CPCT: Certified cabling technician demonstrates expertise in fiber, copper and wireless installations in buildings and campus networks. This certification is recommended for those who work in corporate networks (LAN) and in building management and security systems.

CFOS: Specific certifications in optical fiber are divided into two categories: competency-based and application-based. Competency-based certification focuses on the installation and testing of fiber optic cables, while application-based certification focuses on the application of certain optical fiber cabling.

How Much Does a Fiber Optic Technician Earn?

The days of copper wire are over, at least for communication purposes. Modern telephony, internet and cable television systems are used in fiber optic systems, which require completely different skills. The specialized technicians who install and repair these systems provide the backbone of the modern digital economy. Your earnings are comparable to that of many other qualified merchants.

National averages

According to data published by the Statistical Office of Labor in May 2011, the average annual salary / fiber optic technician pay in the United States was $ 51,720 or $ 24.87 per hour. The highest paid 10 percent of technicians recorded revenue of $ 27,480 or less, while the highest paid 10 percent earned $ 74,890 or more. In hourly terms, it is worth $ 13.21 or less for entry-level positions and $ 36.01 for the maximum. As with most exchanges, payment also varies by location and place of work.

Geography

Some states pay more for fiber optic technicians. There are many reasons for this, including the cost of living or the simple supply and demand. The state that pays the most for fiber installers is New York, which has a high score in both cases. The average salary in that state was $ 65,550, or $ 31.51 an hour. Alaska, Massachusetts, Rhode Island and Vermont were also among the highest paid states. Georgia followed the rest of the nation with an average payment of $ 35,190, or $ 16.92 per hour. South Carolina, Alabama, Wisconsin and Nebraska were also among those with the lowest average wages.

Workplace

Choosing the job of a cable technician also has an impact on potential earnings. Installers who work for retail electronics stores earned $ 62,340 on average, the highest level in the industry. Satellite service providers paid an average of $ 59,620, while companies offering commercial support services paid $ 56,540. The largest employers were cable telecommunications companies, which paid an average of $ 55,760. Construction contractors were the second largest employer, paying $ 43,710, while public services ranked third with $ 40,050. Other important employers were cable television companies for $ 44,890 and other telecommunications providers for $ 59,460.

Perspective

The Employment Outlook Handbook predicts job growth for fiber optic installers and repair technicians at a rate of 14 percent between 2010 and 2020, roughly equal to the average of all professions. The work will be constant, with the continuous growth of the Internet and the communication networks that feed the additional facilities and the continuous maintenance. Those technicians whose training includes education and formal learning should be the most employable given the increasing sophistication of the field.

Fiber Optic Technician - Job Description

Advances in technology, as well as the Internet, have not only changed the way we do things, but they have also opened up numerous opportunities. Today, these examples of innovation have revolutionized several industries around the world. One of the sectors that has benefited greatly from changing technological trends and the Internet connection are telecommunications. In terms of opportunities, we now have fiber optic technicians working in companies that operate in the sector.

A fiber optic technician is a professional who works in the telecommunications sector. The main task of the technician is to install and repair fiber optic cables, a technology that uses cables and glass as a means of data transmission. Cables are useful for transporting television, telephone and Internet connections and have become popular due to their efficiency. These cables have the ability to carry more data than metal cables. They are also less sensitive to interference, thinner, lighter and allow the transmission of digital data.

The daily tasks of a fiber optic technician.

Some fiber optic cables are located outside buildings, this job consists of climbing stairs, using other methods to reach high places and work in different weather conditions. Fiber optic technicians can work in a variety of buildings, from large multi-storey office buildings to small houses. Some of the daily tasks of these professionals include:

·         Facilities, troubleshooting and maintenance of all fiber optic systems in companies, homes, schools and other organizations to ensure proper operation.
·         Measure the signal strength of television, telephone and Internet connections to ensure adequate performance.
·         Create sensors and perform inspections to ensure fiber optic systems are free of defects that may compromise performance.
·         Perform regular system inspections to identify and repair any defects found during inspections.
·         Execution of local wiring and underground and underwater fiber optic cables.
·         Determination of solutions to all problems and problems that prevent the optimal operation of fiber optic systems.
·         Create an appropriate cut case, as well as prepare and maintain splice case records, diagrams and schematics.

The importance of training and certification in optical fiber

fiber optic certified technician can make a difference in your business. Not only will you have someone who will help you solve the optical fiber problems that arise, the training will show technicians the quickest and most effective way to do it. During hiring, a certified candidate who has validated their skills through training has a great advantage of those who do not have this certification.

The body that issues the fiber optic certification guarantees that all its members are updated with the latest industry trends and adhere to the highest standards. Certification exams are also designed to meet international community standards. Most employers will consider technicians with the necessary certification to have quality training and the skills needed to provide on the field.

Fair and objective assessment

The certification body is committed to ensuring that all programs are free from bias and discrimination. The programs also meet various civil rights standards. This will contribute significantly to ensuring that employers and other customers have confidence in the quality of service that the professional can offer. Indeed, an objective assessment is a boost to the academic credentials of the fiber optic professional.