Introduction to help desk concepts and skills

Susan M. Sanderson

382 pages, parution le 07/11/2003

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Résumé

Essential IT Skills for On-the-Job Success

Mike Meyers, one of the premier computer and network skills trainers, has developed a learning system designed to teach key IT principles in an easy-to-under stand style that will prepare you for an IT career. His proven ability to explain concepts in a clear, direct way makes these books interesting, motivational, and fun.

Inside this book, you will learn to :

Identify the components of a successful help desk
Understand the six steps required to process a call
Accurately document calls
Determine the root cause of a problem and evaluate possible solutions
Understand how computer telephony integration (CTI) functions
Use performance management methods
Integrate asset management and security policies with technical support
Learn effective communication skills to deal with a variety of situations and users

CD-Rom features :

Learning edition of HelpSTAR software for hands-on experience with Help Desk best practices
Audio recordings of sample Help Desk calls that demonstrate communication techniques

Each chpater includes :

Learning Objectives
Reading Check Exercises and Sample Scripts
Chapter Summaries and Key Term Lists
End-of-Chapter Quizzes, Projects, and Case Studies
Skill Focus Sidebars Featuring Help Desk Trends, Careers, and Concepts

Introduction
Introduction to the help desk
Organization and people
Receiving the incident
Processing and resolving the incident
Computer telephony integration
Web-based support
Performance management
Knowledge management
Asset and security management
Help desk survival guide
Help desk simulation
Appendix - Introduction to HelpStar
Glossary
Index

Caractéristiques techniques

	PAPIER
Éditeur(s)	Mc Graw Hill
Auteur(s)	Susan M. Sanderson
Parution	07/11/2003
Nb. de pages	382
Format	21 x 27,5
Couverture	Broché
Poids	795g
Intérieur	2 couleurs
EAN13	9780078216770
ISBN13	978-0-07-223159-5