Technical
Operations Center
Service Desk
A focal point of an organisation dedicated to providing assistance, handling inquiries, and resolving IT-related issues for users.
User Support
Offers direct assistance to users for general IT inquiries and troubleshooting, ensuring user satisfaction and productivity.
Incident Management
Manages the life cycle of all incidents (unplanned interruptions or reductions in quality of IT services) to restore normal service operation as quickly as possible.
Request Fulfillment
Handles requests for making changes or accessing IT services, ensuring that such requests are executed efficiently and effectively.
Communication
Maintains clear and continuous communication with users regarding the status of their inquiries, incidents, and requests.
Knowledge Management
Gathers, organises, shares, and analyses information within the organisation to improve efficiency by reducing the need to rediscover knowledge.
Remote Support
Provides IT support to users who are not physically present, utilising tools and software to remotely diagnose and resolve issues.
Continuous Improvement
Regularly analyses performance data to identify areas for enhancement in IT service delivery and support processes.
Framework
Aligns service desk operations with ITIL standards to improve service quality through best practices in IT service management.
Technical Operation Centre (TOC)
A centralized unit that manages and monitors the technical infrastructure of an organisation.
Network Operation Support
Provides continuous surveillance and management of network infrastructure to ensure connectivity and performance.
Windows Operation Support
Offers troubleshooting, updates, and maintenance for systems running Windows operating systems.
Linux Operation Support
Specializes in managing and supporting systems operating on Linux platforms, ensuring stability and security.
Virtualization Operation Support
Focuses on the management of virtualized environments, enhancing efficiency and resource allocation.
Patch Management Operation Support
Manages the deployment of software patches to maintain security and software health.
Identity and Access Management Support
Ensures secure access to systems by managing user identities and permissions.
Monitoring Support
Monitors systems, networks, and applications to preemptively identify and resolve issues.
Storage Operation Support
Manages data storage solutions, ensuring data availability and system performance.
Backup Operation Support
Provides data protection through regular backups to prevent data loss in case of system failure.
Windows Vulnerability Management and Operation
Manages and mitigates vulnerabilities in Windows systems to protect against threats and ensure compliance.
Data Annotation
This involves labeling data to make it usable for machine learning and other types of data analysis, enhancing the accuracy of algorithms.
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