The demand for remote work or telecommuting is increasing, various professionals have been forced to work in this way due to public health concerns about the coronavirus.
However, multiple ICT professionals have been telecommuting for several years with satisfactory results.
What is Telecommuting?
It is a way to carry out work activities outside a traditional office. It is based on the concept that daily tasks do not need to be carried out in a specific place in order to be carried out successfully or to work as a team.
ICT professionals and software developers are part of the group that can work from the security of your home or from any location with an Internet connection helpdesk jobs.
Telecommuting in the technology industry
A study carried out by the Buffer company in conjunction with Workfrom, Hubstaff, Trello and Doist revealed that the 43% of all US workers carry out their work activities remotely.
In addition, most of them feel very satisfied, since 90% want to continue doing telework for the rest of their working life.
Of the total number of companies interviewed, organizations such as Trello, Workfrom, Hubstaff and Doist, companies dedicated to technology, represent the greatest promotion of teleworking, since they have 100% of their staff working remotely, in this way the companies of Technological services can provide this benefit to their workers and be successful in the market, without any impediment.
What is Help Desk?
It translates as a help desk, it is a tool that organizes communication with the customer to help companies respond quickly and effectively on technological issues.
The use of a helpdesk, such as Help Desk, enables support teams to offer the best possible experience to those who request help and technological support.
Helpdesks are usually organized on two levels: The first is organized by more general practitioners who are knowledgeable about information technology and qualified to answer frequently asked questions from the client.
While at the second level there are certified engineers who attend to the most difficult calls and which have not been resolved at the first level; Depending on the relationship with the customer, on-site visits can be generated for inspection and maintenance.
Help Desk is one of the main forms of telework in the networks and communications sector, along with the position of SRE (Site Reliability Engineering).
What is an incidence?
An incident can be defined as the interruption or decrease in the unplanned quality of the service. The most common are typically user-reported failures, event monitoring tools, or members of the IT team.
Help Desk is one of the areas in constant reception, registration and response to incidents in companies that require technological support.
Help Desk Features
Knowing the functions of the help desk will allow you to prepare professionally to look for a job in this area and avoid confusion in your future tasks.
Receive all incident notifications
Help desk is in charge of receiving these notifications through the channels determined by the service provider, these means may include, but not be limited to: telephone, fax, web portal or email. The specific role of staff is to both receive and respond to these notifications.
Keep track of all incidents
For this function, ICT professionals have the help of automation of professional services, allowing them to classify all incidents and document data such as: the nature of the incident, the users involved, systems, devices and services affected.
Prioritize all the mishaps of the organization
At a work desk, all alerts are just as important and require qualified personnel to respond to the client's needs, a fast first-level response is essential for the scalability of the system.
Incident classification
Based on factors such as classification and priority, an incident can be assigned to the task queue or appropriate resource for resolution, the classification of incidents is variable; depending on the work environment and the company involved.
Follow the recommendations and processes
Not only must a solution to the incident be provided to those who request it, it is also important to follow the practical recommendations of the manufacturer of the technology involved for the improvement of the service, in addition to the due processes established by the organization.
Scale all incidents as necessary
Internal escalation is the transfer of communication from level 1 of the work table to level 2 and sometimes to a senior IT manager, ensuring internal and external scalability is one of the most necessary elements to ensure compliance of the service agreement or SLA.
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