Difference between an IT Help Desk and Call Center?

Businesses 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 help desk offers. With ITIL taking a service-centric perspective and focusing on IT, it makes sense. For many companies, the definition of ITIL does not correspond to operational practices, which makes the distinction much more complicated. Here are explanations of the functions of the help center and the contact center to contrast with an IT department.

Help desk

A help desk is a resource intended to provide the customer or the internal user with information and assistance relating to a company's processes, products and services. The purpose of a help desk is to provide a centralized resource for answering questions, solving problems and providing solutions to known problems. Common examples of help desk services include: technical support centers, product / warranty support functions, service banks, and technical support centers. Technical support can be provided through multiple channels, including physical locations, toll-free numbers, websites, instant messaging or emails.

Call center

A call center or contact center is a central point for managing contacts and interactions with customers. office responsible for handling a large number of requests, usually by telephone (but may also include letters, faxes, social media, instant messages or emails). Incoming call centers are often used for services such as product support, customer service, order processing and 24/7 phone service. Outbound call centers are used for activities such as telemarketing, debt collection and research. market. A business 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 overlaps between the definitions of help desk, call center, and IT help desk. The distinction between them revolves around the extent of what the function covers and how they are structured:

A help desk focuses on providing "help" and "repair". Support services should not focus on IT and can be used to allow exceptions to normal operations that take place across the enterprise. These can be physical locations that interact directly with applicants in person, or remote / virtual locations that use technologies such as phone, email, chat, and other technologies to facilitate interaction Virtual.

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

IT service tables focus only on IT service support, but manage both responsive "guide" services and routine tasks such as provisioning resources, managing access, and more. 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 help desk is strategic; This will vary from organization to organization.

Read also : help desk outsourcing companies

What does help desk support do?

The top-level service or support service is the department of a company responsible for providing help and advice on matters relating to the company's products and services. They are most frequently found in the IT and IT sectors. They provide support by phone, email or through an internal ticket system. Find out more about the role, the activities and how to become a help desk technician!

What are the responsibilities of a first level support specialist?

When first level support is contacted, they first collect customer data, such as name and contact. They also collect information about the customer's question or concern and create a ticket / support entry.

This documentation should be as detailed as possible to ensure the best possible customer service and a smooth transfer of the request to the next level of support, if necessary

High level support can solve a problem or a customer problem alone. This can be done through your knowledge or by consulting external databases. Answers are often collected in a manual of frequently asked questions.

Larger help tables will have additional levels of support to handle more complex questions. As soon as a client's request exceeds the level of knowledge or technical reach of the current level of support, the concern moves to the next level. This means that if the first level support technician cannot solve the problem and requires more support, you can ask for more advice on second level support.

In addition, first level support is responsible for providing accurate and up-to-date information about the company's products and services. In addition, they record events and problems and solve them in the records.

In case of extensive questions, they follow and update the status and information of the clients and transmit their comments or suggestions to the appropriate internal team.

Read More @ it services and support

What Does a Network Administrator Do?

Network administrators are responsible for maintaining computer networks and solving any problems that may occur with them. Typical network administrators responsibilities include:

• installation and configuration of networks and computer systems
• Identify and resolve any problems that arise with computer networks and systems.
• Consult customers to specify system requirements and design solutions.
• equipment budget and assembly costs
• assembly of new systems
• keep existing software and hardware and update what has become obsolete
• monitor networks and IT systems to identify how to improve performance
• work with IT support staff
• provide network management and support

Typical employers of network administrators

Since almost all industries now rely heavily on computers, network administrators are needed in most companies, which include:

• software developers
• government
• the financial sector
• manufacturers
• retailers
• utilities
• schools
• college
• hospitals
• editors

You can search for vacancies in specialized publications such as TARGET jobs IT & Technology. Vacancies are also advertised online and by professional services and specialized recruitment agencies.

Qualifications and training required

There are paths in this career for graduates and graduates. There are some opportunities to work in network administrator roles with a history of any degree (ie, a non-technical degree); However, this is unusual. Most of the advertised network administrator jobs require a degree in computer science, software engineering or electronic engineering.

Network administrators need to understand how to connect devices to form a fast and efficient network. Therefore, it helps if graduates have experience in operating networks in specific network operating systems, perhaps in a school, university or in a company's IT department. You can also apply for industrial and summer internships.

For graduates, it may be helpful to take a short network course or network design (such as those run by Cisco), but it may not be a requirement for all employers who drop out of school. Once at work, most network administrators will study for professional qualifications.

What is Network Administrator? Skills and Responsibilities

Network Administrator Roles 

Network administrators manage networks and communication systems. Network administrators install, support and manage the networks and IT systems that maintain the flow of information. They implement and manage network hardware and software, solve network problems and ensure network security, availability and performance standards.

In difficult economic times, organizations maintain and hire new network administrators to optimize existing systems to reduce costs and increase productivity. In a strong economy, companies implement new network and communication technologies to stimulate a competitive advantage, leading to a growing demand for trained and certified network administrators to install, protect and optimize new systems. This constant demand for network administrators, regardless of economic conditions, has led many employment experts to duplicate the network administrator in a "recession-proof race."

With the demand for rapidly growing network professionals, it is the ideal time to start or advance your network administrator career. Universities, colleges and private computer schools offer a wide range of training courses for network administrators and graduate programs. Compare courses and network administrator degrees in the United States, Canada and online.

Skills and responsibilities of the network administrator

Typical daily activities and market skills available to network administrators include the following. Network administrators:

• Configure and manage the organization's internal IT network.
• Manage network security tools, p. For example, firewalls, antivirus and intrusion detection systems.
• Identify, troubleshoot, resolve and document network connectivity and performance issues.
• It installs and supports landline phones and other network telecommunication devices.
• Monitor network performance and optimize it for optimal speed and availability.
• Install, configure and manage network hardware, such as Cisco routers and switches.
• Implement, configure and update network software, such as corporate antivirus or diagnostic programs.
• Implement and manage backup and disaster recovery systems for mission-critical network servers.
• Network administrators regulate user access to confidential files to protect them from internal security breaches.

In smaller companies, network administrators are often responsible for end user desktop support and

maintenance of servers and other networked devices.

How Optical Fiber Communication Works

Fiber optic communication is the communication method in which the signal is transmitted in the form of light and the optical fiber is used as a means to transmit that light signal from one place to another. The signal transmitted in optical fiber is converted from the electrical signal into light and, at the receiving end, the light converts it back into an electrical signal. The data sent can be in the form of audio, video or telemetry data that must be sent over long distances or in local networks. Fiber optic communication with good results in the transfer of long distance data at high speed has been used as an application for various communication purposes.

How does fiber optic communication work?

The fiber optic communication process transmits a signal in the form of light which is first converted into light by electrical signals and transmitted, then vice versa occurs on the receiving side.

Transmitter side:

On the transmitter side, first if the data is analog, they are sent to an encoder or converter circuit which converts the analog signal into digital pulses of 0,1,0,1 ... (depending on how the data is) and passes through a light source transmitter circuit. And if the input is digital, it is sent directly through the light source transmitter circuit which converts the signal into light waves.

Fiber optic cable:

The light waves received from the transmitter circuit to the fiber optic cable are now transmitted from the source position to the destination and received in the receiver block.

Receiver side:

Now on the receiver side, the photocell, also known as a light detector, receives the light waves from the fiber optic cable, amplifies it using the amplifier and converts it into the appropriate digital signal. Now, if the output source is digital, the signal no longer changes and if the output source needs an analog signal, the digital pulses are converted back to an analog signal using the decoder circuit.

The whole process of transmitting an electrical signal from one point to another by converting it into light and using a fiber optic cable as a transmission source is known as fiber optic communication.

Why is fiber used?

Fiber cables have replaced the copper cable as a transmission cable, as it has more advantages than electric cables.

Large transmission capacity: a single silica fiber can carry hundreds of thousands of telephone channels, using only a small part of the theoretical capacity.

Small losses: approximately 0.2 dB / km of signal is lost for modern single-mode silica fibers so that they can connect many tens of kilometers without amplifying the signals.

Simple amplification: if necessary, it is possible to re-amplify a large number of channels in a single fiber amplifier for very long transmission distances.

Low cost: due to the high transmission speed that can be obtained, the cost per bit transported can be extremely low.

Light weight: compared to electric cables, fiber optic cables are very light.

No interference: fiber optic cables are immune to problems that arise with electrical cables, such as ground loops or electromagnetic interference (EMI).

The reasons clearly explain that fiber optic cables are much better than copper coaxial cables and that is why fiber optic cables are preferred over convention transmission media.

Characteristics of fiber optic communication

In fiber optic communication, light is used as a signal that is transmitted within the fiber optic cable. This mode of communication has important characteristics to discuss and makes it a good mode of communication.

Bandwidth: the diffusion of single laser light means that a good amount of signal (information transferred in bits) can be transmitted per second, which translates into a large bandwidth for long distances.

Smaller diameter: the diameter of the fiber optic cable has a diameter of approximately 300 micrometers.

Lightweight: the fiber optic cable is lighter than the copper cable.

Long distance signal transmission: Since the laser light does not disperse, it can easily be transmitted over long distances.

Low attenuation: the fiberglass is crossed by a laser, the transmitted signal has a loss of only 0.2 dB / km.

Transmission security: optical encryption and the absence of the electromagnetic signal make the data protected in optical fiber.

Fiber optic applications

Fiber optic communication is mainly used in the telecommunications sector, which uses fiber optics to:

• Transmission of telephone signals.
• Internet communication.
• Cable TV signal transmission.

In addition, optical fiber is currently used everywhere in homes, industries, offices for long distances, as well as for communication over small distances.

Read Also :  fiber optic salary

Fiber Optics | Benefits of Optical Fibre

The optical fibers are made of glass or plastic. Most of them are approximately the diameter of a human hair and can be many miles long. Light is transmitted along the center of the fiber from one end to the other and a signal can be imposed. Fiber optic systems are superior to metal conductors in many applications. Its biggest advantage is bandwidth. Due to the wavelength of the light, it is possible to transmit a signal that contains much more information than is possible with a metal conductor, even a coaxial conductor. Other benefits include:

• Electrical insulation: optical fibers do not need a ground connection. Both the transmitter and the receiver are isolated from each other and therefore free from ground loop problems. In addition, there is no danger of sparks or electric shock.

• Without EMI: optical fibers are immune to electromagnetic interference (EMI) and do not emit radiation to cause other interference.

• Reduced power loss: this allows longer cables and fewer repeater amplifiers.

• Lighter and smaller: the fiber weighs less and requires less space than metal conductors with an equivalent signal transmission capacity.

Copper wire is approximately 13 times heavier. Fiber is also easier to install and requires less space in the duct.

applications

Some of the main areas of application for optical fibers are:

• Communications: voice, data and video transmission are the most common uses of optical fibers and include:

- Telecommunications

- Local area networks (LAN)

- Industrial control systems.

- Avionic systems

- Command, control and military communications systems.

• Detection: the optical fiber can be used to send light from a remote source to a detector to obtain information on pressure, temperature or spectrum. Fiber can also be used directly as a transducer to measure a variety of environmental effects, such as voltage, pressure, electrical resistance and pH. Environmental changes affect light intensity, phase and / or polarization in ways that can be detected at the other end of the fiber.

• Power supply: Optical fibers can offer remarkably high power levels for activities such as laser cutting, welding, marking and perforation.

• Illumination: a set of fibers together with a light source at one end can illuminate areas that are difficult to reach, for example, within the human body, together with an endoscope. In addition, they can be used as a display signal or simply as decorative lighting.

Pay for experience level for fiber optic technician - 

A basic level fiber optic technician with less than 1 year of experience can expect to earn an average total compensation (including tips, bonuses and overtime allowance) of $ 16.64 based on 47 salaries. A professional fiber optic technician with 1-4 years of experience earns an average total compensation of $ 18.84 based on 349 salaries. A mid-career fiber optic technician with 5-9 years of experience earns an average total compensation of $ 21.77 based on 228 salaries. An experienced fiber optic technician with 10-19 years of experience earns an average total compensation of $ 25.30 based on 168 salaries. At the end of their career (20 years and more),fiber optic engineer salary / employees earn an average total compensation of $ 27.

Splicing & Cleaving Optical Fibers

We can join the fibers with mechanical or fusion methods. Merging is the accepted method, as it is reliable, fast and cheap. Once you have the Fusion splicer, the only cost is for a protective fiber cover. The fusion splicers that I repaired many years ago (and I don't ask how many years) cost more than $ 40,000 and need calibration much more often than the new models.

Repair of machines similar to the one shown, with cleaver, case, tools etc.

There are two basic types of splicer for single fibers:

Alignment of the core which produces the minimum loss generally from 0.01 to 0.02 Db. This is generally the only acceptable method for telecommunication and cable TV installations.

Coating alignment less accurate, with losses of perhaps 0.03 - 0.05 dB. This method is generally acceptable for short distances, such as fiber in home installations.

At one point, there was a big price difference between the two types, but it got to the point where there is a very small cost difference between the two and I see another trend towards central alignment for everything. . I am continually surprised to see the splicers come together and complain about the useless tools the boss has given them. Repeat the joints several times, in some cases, and in the end result they do not have joints of quality that the equipment and themselves are capable of achieving. The solution is simply to take a few minutes early in the day and clean the equipment. Treat the equipment with care and remember that it is delicate. This short-term investment will be rewarded. It could also make the supervisor smile because of increased production. Hey ... maybe even make a raise.

Things to keep in mind when we are splicing if you want consistent good splices:

Read the instructions on the splicer and cutlass. Reading the instructions is not cheating and can frustrate you and your supervisor.

Keep it in the case when not in use. Dirty air is your enemy.

Do not expect good joints in adverse conditions of dirt, moisture and wind. It may be necessary to create warm, clean and light conditions if you expect good joints.

Keep the dome and heater covers closed unless they are connecting or heating. It has a seal and is almost airtight.

Clean the sewing machine before you start sewing, even if you cleaned it the day before. It may look clean, but it's not a beauty contest to clean it up before you start fixing it. If you arrive in a dirty environment, it will be cleaned several times during the day.

Use an air lamp and a fine brush to clean.

Do not use aerosol cans or propellants that can damage and dirty the mirrors under the electrodes and in the dome.

If the cable is full of splicing gel, check that it is really clean, so as not to roll up the splicing machine.

Clean all rubberized furrows with a sharp piece of wood. Never use metal. A toothpick works well for this. Charge the battery when finished. The splicer shown will make more than 200 amendments and will overheat with a load.

Have a stable and secure place for the splicer during maintenance. If it falls on the floor, it's probably garbage.

Keep the retractable gloves in a closed container (bag with zip closure)

If you drop the concealed sleeve on the floor, leave it there. It is probably dirty.

Never clean the fiber with alcohol after splitting, as this can cause reflections.

Send the splicer (calibrated) when necessary. You will know when it is not working properly.

Clean the cleaver before starting with a fine brush and alcohol, especially if you are using a handle full of gel. Clean the grooves with a piece of wood, like a toothpick. The metal is soft and if you use metal to clean the grooves, scratches.

Close the cleaver between the cleavers to prevent dirt from entering the air.

If you have defective cracks, you will probably need to advance the cleaver wheel to the next setting. You will likely have 400 to 700 stumps in each setting, depending on the cleaver.

And finally, if you drop the cleaver on the ground, its value will be drastically reduced.

Manage the ends of the fibers and empty the scrap container at the end of the day.

SPLICE VARIABLES

Following these rules will allow you to become the great splicer for which you were created.

Read More : fiber splicing contractor jobs

What is FOA? FOA Certification Importance

What is FOA?

FOA is an international non-profit education organization dedicated to promoting professionalism in the field of optical fibers through education, certification and standards. Founded in 1995 by a dozen main fiber optic instructors and industry staff. From the end of 2018, about 75,000 fiber technicians have been successful fulfilled requirements for FOA CFOTÒ certification.

What does FOA do for you?

• Helps obtain training and certification

• Confirm certification for employers or customers

• Provides technical reference material

• Write and collaborate on the standards you define use every day

• Represents the sector on your behalf

What is FOA certification?

Proof of competence in KSAs (knowledge, skills, abilities) administered by a organization.

What certifications does FOA offer?

FOA now offers basic fiber optic certifications (CFOT), cabling installations (CPCT) and certifications specializing in a variety of specializations.

What are the advantages of FOA certification?

In today's high-tech world, certification is considered proof of professional status. FOA The certifications guarantee workers' employers open competence and job opportunities, if the worker is new to the sector or trying to go up.

Who recognizes FOA certification?

A diverse group of organizations around the world that rely on CFOT certified workers as proof of workers' competence. The list includes telecommunications companies, the military, government agencies at all levels, many large companies and unions, including IBEW and CWA

Is Fiber Optic Technician a Good Career Choice?

Fiber optic technicians prepare, install and test fiber optic transmission systems. These systems consist of fiber optic cables and enable data communication between computers, telephones and fax machines. When working in a telecommunications company, fiber optic technicians are often asked to install local lines. These data networks serve small areas of connected computers, e.g. B. in an office.

The telecommunications company where a technician works on contracts with a company to create a communication system. A sales representative evaluates the customer's needs and then orders the materials for the installation. Fiber optic technicians bring these materials to the workplace. Every construction site can be very different: technicians can work in different rooms. First, fiber engineers need to have an understanding of the environment. They go through the customer and evaluate the areas where they will install the fiber optic cable. The new buildings can be installed immediately. In some older buildings it can be more difficult to stand behind the ceiling panels and walls.

After preparing the cable area, fiber optic engineers route the cable from the computer mainframe to the individual workstations. Then they test the cable with power meters and other devices and run a laser through the cable. Fiber optic engineers use devices that measure the time it takes for the laser to pass, resulting in the loss or loss of the signal in the fiber link.

Technicians can also melt the fibers together. The fibers are cleaned and cut with a special diamond splitter. After you have prepared both ends, insert them into a splicer. The splicer connects the two fibers at the push of a button.

What is the best fiber certification?

There are various certification programs for optical fibers available, with which the students can concentrate on the area of their particular interest and open up opportunities for certain segments of the optical fiber industry. Students can earn certified fiber optics installer (CFOI), technician (CFOT), or designer (CFOD) certification. Each fiber certification course has its own focus and special requirements to prepare students for the area that best suits their interests and career goals.

fiber optic installer (ETA certified)

This fiber certification course not only provides a foundation for the basic components and theory of fiber principles, the key features of technology and the conditions in the industry, but also trains students in system design, connection and testing methods. Electrical cable. Glass fiber.

Fiber optic technician (ETA certified)

This fiber optic certification training program gives candidates a strong foundation in the skills and knowledge needed to understand how fiber optic networks work - and to identify and identify problems when they are not functioning properly. This course includes the certification of models and troubleshooting of cabling systems designed to incorporate common problems.

Optical fiber designer (ETA certified)

Students on this course learn all aspects of fiber optic network design, including industry communication standards and hardware selection. This is a more recent program, which trains students with extensive knowledge of fiber optic local area networks.

If you like the idea of working at the forefront of fiber optic communication technology and helping to defend our data-based world, contact ECPI University and find out how to get your ETA Fiber Optics certification.

Fiber Optic Technician - Pay by Experience Level

How to Become a Fiber Optic Technician

The future of the internet is optical fiber. The demand for bandwidth and Internet access in remote areas continues to increase, therefore, the need for qualified technicians to install this cable. However, you may be confused about how many technical and certification skills are needed to gain a foothold in this growing sector of the telecommunications industry. While the background to coaxial cabling can be a good start in this field, in many cases it is like starting over with equipment that requires a higher level of maintenance and completely different installation standards.

What do fiber optic technicians do?

These professionals are responsible for installing and repairing fiber optic cables, creating and maintaining high-speed communications. Job tasks include installing cable lines, testing connections, and troubleshooting damaged equipment. The challenges of this profession can include working with electronics and construction equipment in bad weather, as well as working at heights or in confined spaces. This is not an entry level position and requires technical knowledge and a high understanding of communication and signal flow.

Pay by Experience Level for Fiber Optic Technician

Certified Fiber Optic Technician Salary - An entry-level with less than 1 year experience can expect to earn an average total compensation (includes tips, bonus, and overtime pay) of $16.64 based on 47 salaries. An early career Fiber Optic Technician with 1-4 years of experience earns an average total compensation of $18.84 based on 349 salaries. A mid-career Fiber Optic Technician with 5-9 years of experience earns an average total compensation of $21.77 based on 228 salaries. An experienced Fiber Optic Technician with 10-19 years of experience earns an average total compensation of $25.30 based on 168 salaries. In their late career (20 years and higher), employees earn an average total compensation of $27.

Pay Difference by Location

Employees with Fiber Optic Technician in their job title in New York, New York earn an average of 42.1% more than the national average. These job titles also find higher than average salaries in Seattle, Washington (23.7% more) and Houston, Texas (17.6% more). The lowest salaries can be found in Charlotte, North Carolina (15.2% less), Phoenix, Arizona (3.5% less) and Austin, Texas (2.8% less).