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Effective Help Desk Specialist Skills (Hardcover)
Loot Price: R2,214
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Effective Help Desk Specialist Skills (Hardcover)
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All of today's help desk support skills, in one easy-to-understand
book The perfect beginner's guide: No help desk or support
experience necessary Covers both "soft" personal skills and "hard"
technical skills Explains the changing role of help desk
professionals in the modern support center Today, everyone depends
on technology-and practically everyone needs help to use it well.
Organizations deliver that assistance through help desks. This
guide brings together all the knowledge you need to succeed in any
help desk or technical support role, prepare for promotion, and
succeed with the support-related parts of other IT jobs. Leading
technology instructor Darril Gibson tours the modern help desk,
explains what modern support professionals really do, and fully
covers both of the skill sets you'll need: technical and personal.
In clear and simple language, he discusses everything from
troubleshooting specific problems to working with difficult users.
You'll even learn how to manage a help desk, so it works better and
delivers more value. Coverage includes: * How the modern help desk
has evolved * Understanding your users' needs, goals, and attitudes
* Walking through the typical help desk call * Communicating well:
listening actively and asking better questions * Improving
interactions and handling difficult situations * Developing
positive attitudes, and "owning" the problem * Managing your time
and stress * Supporting computers, networks, smartphones, and
tablets * Finding the technical product knowledge you need *
Protecting the security of your users, information, and devices *
Defining, diagnosing, and solving problems, step by step * Writing
it up: from incident reports to documentation * Working in teams to
meet the goals of the business * Using ITIL to improve the services
you provide * Calculating help desk costs, benefits, value, and
performance * Taking control of your support career Powerful
features make it easier to learn about help desk careers! * Clear
introductions describe the big ideas and show how they fit with
what you've already learned * Specific chapter objectives tell you
exactly what you need to learn * Key Terms lists help you identify
important terms and a complete Glossary helps you understand them *
Author's Notes and On The Side features help you go deeper into the
topic if you want to * Chapter Review tools and activities help you
make sure you've learned the material Exclusive Mind Mapping
activities! * Organize important ideas visually-in your mind, in
your words * Learn more, remember more * Understand how different
ideas fit together
General
Imprint: |
Pearson IT Certification
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Country of origin: |
United States |
Release date: |
November 2014 |
First published: |
2015 |
Authors: |
Darril Gibson
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Dimensions: |
261 x 210 x 21mm (L x W x T) |
Format: |
Hardcover
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Pages: |
456 |
ISBN-13: |
978-0-7897-5240-6 |
Categories: |
Books >
Computing & IT >
Computer certification >
General
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LSN: |
0-7897-5240-9 |
Barcode: |
9780789752406 |
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