Perform a security analysis of the proposed network and what needs to be added to make the system secure. Make sure you include security measures for each of your employees’ remote sites (i.e., VPN connectivity, secure tokens, etc.), as well as your “headquarters” network and servers (i.e., firewalls, VPN, etc.).
- Your security analysis should be a 2-page Word Document in APA style that identifies the major gaps in the security and updates needed to the overall security for the new company. Once you receive feedback from your instructor make any modifications that are necessary and save in a Word document. Your Word document should be added to the Project Proposal Document created in Week 1
Perform a security analysis of the proposed network and what needs to be added to make the system secure. Make sure you include security measures for each of your employees’ remote sites (i.e., VPN co
1.4 Project. Review Your Proposal with Your Instructor I looked into a few different help desk software options from a variety of different companies for this project. I struggled with choosing between a few different organizations. I’m going to choose the program for this project that I can learn the most about and that I am most at ease using because I have previous professional experience with it. I decided to use the Zendesk software network for this company’s customer service solutions because it is widely used, there is a wealth of information available online about it, and they have a fantastic, dedicated support team to make sure that anything you need help with using their projects, they will help you as best they can. Software Features The Zendesk website is essentially a brochure that lists all the key features and considerations you should make when determining whether Zendesk software is the right choice for your help desk requirements. When it comes to alternative help desk solutions, Zendesk believes that their ticketing system is the best in its class for a specific reason. As the foundation of the solutions they may provide, they see this as the most crucial aspect. A completely integrated ticketing system, in their own words, “is the first step to developing a wonderful client experience. It serves as the focal point for all of your client inquiries, requests, and complaints. Above all, it provides you with a thorough understanding of each consumer so you can provide the best service. Zendesk has a number of methods for contacting customer service, including email, direct messaging, a call Centre, automated chatbots you can program to say various things, and forums where you can look to see if your problem has already been solved there. As I’d prefer get things done on my own than phone or message someone and wait around for them to finish the task, I truly enjoy the final aspects of having bots and forums that I can search on my own. When I used Zendesk in a professional situation, I also found their internal knowledge bases to be a very helpful feature. I provided customer assistance over the phone for the company I worked for, and around eight or nine times out of ten, the customer would have a fairly simple and doable request that prior company agents had already handled hundreds or thousands of times. All I would need to do is look up the problem, and there would be detailed instructions on how to fix it. I had the option to escalate the ticket to a higher level agent who knew more about the subject if I read the entire article, followed all tips, and even asked around with other agents before still being unable to resolve the problem. The compliance and security controls that Zendesk offers are yet another crucial element. For agents working for you as well as their own agents who might need to troubleshoot any of your concerns, they provide data protection along with encryption offers and NDA alternatives. Costs for software Depending on how many employees you have overall and which pricing tier you choose as well as how successful your business is, this could get quite expensive. However, Zendesk has excellent scalability and flexibility options that allow you to add and remove the “desks” the agents work from in order to help control your costs. The suite team, which is the least expensive choice, costs $49 per agent per month. This tier supports all the features that are stated on their website, as well as online team assistance. The next tier, suite growth, costs $79 a month per agent and includes all the features of the previous tier in addition to customer self-service portals, the option to customize the layout of your tickets, and multilingual support if you have agents based outside of the United States who may be providing chat assistance and whose first language is not English. The suite professional package, which costs $99 per agent per month, is the next tier up. The capabilities of the previous two tiers are included in this one along with HIPAA compliance if your business deals with medical data and integration with Amazon Web Services, which may be a big selling point if you also use their hardware and software. Then, for larger scale businesses and corporations, Zendesk offers two more options at $150 per month per agent and $215 per month per agent Scalability Options Like all good software, Zendesk has simple scaling features that let you keep track of how many agents you’re paying for, scale it back during slow periods, and then scale it up to cover more agents when you add more during peak periods or as your business expands. The goal of Zendesk is to make it simple for businesses to make quick adjustments. As the number of support requests rises, it is essential to continue to be quick and nimble. With Zendesk, you can accomplish more with fewer resources. You can automate processes to ensure that the right ticket is routed to the right agent at the right time, personalize workspaces to suit your particular business requirements, and rely on AI to accelerate workflows and increase productivity. Changes to the Base Network. The only network modifications I think will be required are to install Zendesk on the company-issued computers or to provide the agents instructions on how to do it themselves if they are using their own equipment. Since sensitive data will be stored in the software and you don’t want anyone to be able to access it, multi factor authentication will need to be set up so the agents can log into their virtual desk for work. The training would then need to be updated to reflect the software and how to instruct both new and experienced agents on how to utilize it. START Mark as Spam and Delete NO NO General Request Specific Request Ticket Received By Help Desk Rep Support Ticket Request YES NO Unassigned Assign to Help Desk Customer Service Agent Customer Replied Within 24 Hours Reopen Tickets Reply, Notify Customer and Resolve Add Tags To Categorize Update Status to Support Help Desk Rep Ticket Solved at Transferred Department Transfer Ticket To Other Department YES YES End YES References Zendesk (2022). software for knowledge bases. Zendesk was used to get this information; the URL is https://www.zendesk.com/service/help-center/knowledge-base-software/. Zendesk. (2022). Pricing. Retrieved October 9, 2022, from Zendesk: https://www.zendesk.com/pricing/#everyone Zendesk. (2022). Software that walks the walk. Retrieved October 9, 2022, from Zendesk: https://www.zendesk.com/software/ Zendesk. (2022). Ticketing System. Retrieved October 9, 2022, from Zendesk: https://www.zendesk.com/service/ticketing-system/