System Administrator Job Summary

what is a system administrator? The system administrator must have a complete and complete knowledge of software, hardware and networks. He will be responsible for the design, organization, modification and support of the IT systems of our company. The system administrator will design and supervise local area networks, geographic networks, and network segments. Daily activities may include installing, updating, and monitoring software and hardware. The system administrator will retain essential items such as operating systems, business applications, security tools, web servers, email, laptops, and desktop computers.

Duties and responsibilities of the system administrator:

It supports LAN, WAN, network segments, Internet and Intranet systems

Make sure that the system design allows all components to function properly together

Provide advice for future updates.

Maintain network and system security.

Solve problems reported by users and analyze and isolate problems

Monitor networks to ensure security

Evaluate and modify system performance.

Maintain network structures on individual computers, such as drivers and configurations for personal computers and printers

Maintain network integrity, server deployment and security.

Make sure that network connectivity through an organization's LAN / WAN infrastructure is on par with technical considerations

Design and implement networks; Manage network servers as file servers and VPN gateways

Perform the network address assignment

Assign routing protocols and routing table configurations

Assigns the authentication and authorization settings of directory services

Manage servers, laptops and desktops, printers, routers, switches, firewalls, telephones, company cell phones, smartphones, software distribution, updates and security patches

System Administrator Responsibilities & Career Outlook

System administrator responsibilities : System administrators are critical to the reliable and successful operation of an organization, its network operations center, and its data center. A system administrator must have experience with the underlying system platform (eg Windows, Linux) and be familiar with multiple areas including networking, backup, data recovery, IT security, database operations, concepts basic middleware, load balancing, and more. Sysadmin's activities are not limited to server administration, maintenance, and repair, but also to all functions that support a seamless production environment with minimal (or no) complaints from customers and end users.

Although system administrators have an apparently endless list of responsibilities, some are more critical than others. If you work in a system administrator role (or wait a day), make sure you're ready to follow these best practices.

• Documentation
• Hardware inventory
• Software inventory
• Check server status
• Running processes
• Backup and Disaster Recovery Planning
• Incremental backups: every day, Monday to Friday.
• Full backup: Saturday and Sunday
• Disaster recovery exercisespatch
• Safety
• Application compatibility
• Server hardening
• Automation
• Monitoring tools

Conclusion

While these are the most important tasks for which a system administrator is responsible, the role is much more than the tasks on this list.

For example, the system administrator must coordinate with multiple teams to resolve problems, communicate and update clients, maintain 100% uptime, hold conversations with the audit team, prepare weekly / monthly / quarterly reports, continually monitor servers and services using the appropriate tools and maintaining the hardware console and responding to any triggered alarms.

Sysadmin is always a single content point (SPOC) in the data center or network operations center for problems related to web hosting, server and application interruptions and other critical IT operational problems.

How to Improve IT Help Desk Service?

Document complicated problems

If your service team received one of the complicated issues that required more than one agent's attention and was sent to another agent to find a solution, document it. With every fifth ticket there is a chance that repetitive problems in the past will be solved. In such cases, this documentation can be helpful. Because this time you don't have to hand over the ticket to solve it, but use the document to solve it immediately.

Build knowledge base

A strong knowledge base with training videos, recordings of product webinars, tutorials or videos and expert articles can be beneficial for a customer if the agents are not nearby. It is a true fact that agents cannot be around the clock. However, customer problems always arise. In such cases, customers can get help from the knowledge base and try to understand whether the catalog material can solve their problems. The knowledge database is like a self-service portal that is easily accessible for both agents and customers and can be used by everyone.

Track tickets from end to end

It is recommended to document the status and all communication of a ticket so that others can understand the problem for a moment. To get complete transparency about when the ticket was issued, first response, call or email interaction, ticket resolved data and feedback questions. Another reason why full transparency is useful is that any other agent can intervene and still understand what has been done or not if the original ticket holder cannot find a solution. Customers should receive regular ticket status updates and agents should keep track of ticket progress.

Learn more about the product

Product knowledge is always an advantage and can be used in difficult situations. Service personnel often rely on product managers to answer few questions, and they waste time here. Solving tickets quickly means for your customers and complete knowledge of the product eliminates the addiction. Understand the features, use the product / service, and get insights from the developers - these will help you understand the product / service better.

Also read : it support centers

Understanding of different levels of support services

If there is anything unusual in your neighborhood? If something is different and doesn't look good? If you are watching what's going on in your head? An invisible person sleeping in your bed? Who are you calling? ... What happens if you need to redesign the password, the printer does not work, you cannot update Adobe Reader, you cannot access the network or the computer desktop? Who are you calling? Agagabusters?! No! Thanks, Ray Parker, but don't call the help desk.

As you already know and hope you know, customer service is an essential part of customer service. These are great leaders who solve problems for your customers who may be very disappointed. Establishing customer problems as soon as possible increases customer satisfaction, which in turn affects future sales. To put it another way, having a great help desk helps influence the life of your company. Often accessed via a mobile app, the help desk now uses the website to support customers via chat and social media.

Typically, companies start using a single customer's support: one of the channels for query management or troubleshooting. However, as the company grows, they need more than just one model. This means that they will switch to a support system.

For example, if you sell project management software to companies, you may have questions like: I forgot my username and password, what should I do? Or, how can I handle a bug that prevents me from controlling the iPad? In the latter case, you need experts to solve this problem. While in the first case, you won't need a computer program on domain names and addresses. If you have good brokers set up with your help in the help desk, it helps to share resources that meet the needs of your customers.

Also read: it support centers

What Does An IT Help desk Do?

What An IT help desk?

The primary role of an IT service center is to serve as the primary point of contact for monitoring / own incidents, responding to user requests / questions, and providing a communication channel between other data management functions. data. services and the user community. In addition to these essential functions, the service center often plays an active role in acquiring change requests, managing third-party support contracts, managing software licenses and helping with problem management.

The IT Service Desk is an essential part of the ITSM function of modern companies. As technology plays a broader role as an integral part of business processes and user experiences, it is essential to ensure that technology services work well and are accessible to those who need to use them. The user-centric IT service center, with its orchestrated workflows, rich organizational knowledge and connections to the rest of the IT organization, is the essential link between users and the IT organization.

Each organization is unique and your service center and the tools you use must be perfectly aligned with your business needs. Whether your organization is more tech-savvy and needs an integrated ITSM solution such as Fresh Service, or has a broader view of the service desk supporting not only IT, but other functions Using a customer service help desk management system like Fresh Desk, Fresh Works has solutions to help your organization succeed.

In some organizations, the service desk is integrated with other business processes such as:

• Employee integration
• Integration of acquisition
• Data access management
• Integration / disconnection of the supplier / partner
• Management of reports and metrics
• Business continuity management
• Infrastructure / service monitoring

Read Also : it support centers

Help desk vs Service desk

Help desk vs. Service desk

The page does not load, the application continues to close and access does not seem to work: in our fast-paced multimedia world, technical difficulties are inevitable. Although it is almost impossible to avoid possible problems with our tools and technology systems, you can design the appropriate IT support solution according to the needs of your organization. Help tables and service tables that work well play a role in solving these technical challenges. While there are many discussions about what makes each one different or separate, and when or how to distribute the correct one, it is increasingly clear that as technology continues to evolve and our challenges are even more complex, the most useful discussion could be how two intersect for a more optimal solution.

Functional differences

The help desk generally uses a ticket escalation process to resolve problems. In other words, if a request arrives and the initial support staff is unable to adequately deal with a problematic ticket, they usually scale that problematic ticket to the next level of support, which then works directly with the use. Customer service works slightly differently. For the end users, they are the intermediary, the defender, the guard dogs. It serves as a unified voice for all users, with an understanding of the organization's overall IT infrastructure. Think of them as a team of super users.

This happens not only through a simple organization, but also through an intelligent business process. The service desk methodically tracks problems and work done by other teams. They perform adequate supervision to ensure that the end user is served.

An integrated solution

Our IT support solution does everything a traditional support service does. We train users. We reset passwords. We offer assistance and assistance on the use of the applications. We assist with the import and export of data. We are the triage unit of the IT organization.

Very often we go beyond the functions previously considered "typical help desk" described above. When users report problems; we tested them We found solutions to improve applications in response to the needs of end users. We interact with developers as experts on behalf of users. We take photos of hard drives, configure switches and similar equipment. We are at the crossroads of technology and users, helping everyone navigate as efficiently as possible.

Read Also : help desk outsourcing companies

What is a help desk?

What is a help desk?

The IT help desk is generally considered more tactical, with the primary objective of helping to quickly resolve end users' immediate needs, technical problems and incidents. The help desk is reactive in nature, but should be efficient and fast. The IT help desk can be separated or part of a larger service desk operation to improve customer service for the organization in general.

Some key help desk functions include:

• Act as a single point of contact (SPOC) for IT support
• Using a monitoring solution for all incoming accidents
• Ticket tracking, routing and automation of email notifications
• Basic incident management offer and support requests
• Some (limited) are integrated with other ITSM practices, such as configuration management and knowledge management.
• Some areas / applications compatible with specialized groups outside the support service
• Provide support for levels 1 and 2 and pass ownership of the incident if scaling is necessary
• Show basic self-service options for end users

Who could opt for a help desk? A set of tools designed for a helpdesk is likely to support service request and incident management and the basic functionality to allow for changes. For smaller and less complex organizations with minimal IT dependency, this is a reasonable and profitable option.

I work with many smaller organizations to improve their IT service management skills and, with practically no exceptions, most are only emerging using the capabilities of the purchased and implemented tool set. These companies could have saved a significant amount of money and obtained the same rewards with a simple help desk solution: a complete service management solution is not for everyone.

Read More @ remote help desk