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Author : Darril Gibson
Publisher :
ISBN 13 : 9780133571844
Total Pages : pages
Book Rating : 4.5/5 (718 download)
Download or read book Effective Help Desk Specialist Skills written by Darril Gibson and published by . This book was released on 2015 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Darril Gibson
Publisher : Pearson IT Certification
ISBN 13 : 0133571858
Total Pages : 450 pages
Book Rating : 4.1/5 (335 download)
Download or read book Effective Help Desk Specialist Skills written by Darril Gibson and published by Pearson IT Certification. This book was released on 2014-10-27 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Author : Barbara Czegel
Publisher : Wiley
ISBN 13 : 9780471248163
Total Pages : 460 pages
Book Rating : 4.2/5 (481 download)
Download or read book Running an Effective Help Desk written by Barbara Czegel and published by Wiley. This book was released on 1998 with total page 460 pages. Available in PDF, EPUB and Kindle. Book excerpt: Helpdesk Management in Ihrer Firma - im Zeitalter der Intranets noch telefonbasiert? Wie Sie auf dem Gebiet der technischen Unterstützung der Angestellten auf die enormen Ressourcen des Web zurückgreifen können, zeigt Ihnen die Autorin dieses jetzt umfassend aktualisierten Klassikers. Mit vielen anwendungsbereiten Word- und HTML-Templates. (04/98)
Author : Tyler Regas
Publisher : John Wiley & Sons
ISBN 13 : 1119018986
Total Pages : 288 pages
Book Rating : 4.1/5 (19 download)
Download or read book Getting an IT Help Desk Job For Dummies written by Tyler Regas and published by John Wiley & Sons. This book was released on 2015-04-13 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stand out in one of IT's fastest growing job markets If you're looking for a job in IT, the help desk is the heart and soul of most IT operations, and an excellent starting point for a promising career. With the help of Getting an IT Help Desk Job For Dummies, you'll gain the knowledge and know-how to cut through the confusion of navigating the Information Technology job market. IT can be intimidating to hopeful-yet-inexperienced job candidates, but this guide will help you find and land the job of your dreams. Through easy-to-follow explanations, authoritative information, and a bit of humor, Getting an IT Help Desk Job For Dummies serves as your thorough and approachable guide to maximizing your competitive edge in this booming market. The IT job market has continued to expand as technology matures and deepens its roots in business operations. This is good news for you! However, it makes it that much harder to get a job in IT, as recent grads and other professionals are practically stampeding to get their feet in the door of this rapidly expanding industry. Luckily, Getting an IT Help Desk Job For Dummies gives you an advantage by providing expert instruction on how to score an interview and secure a job offer, the skills needed to obtain and maintain an IT position, and authoritative information on how to establish a career path in the IT field. Explore careers in the IT Help Desk field and establish the path you want to follow Plan for post-education certifications and training to make yourself more marketable Get expert guidance for creating a winning resume and cover letter Prepare for your IT Help Desk interview Loaded with simple, straight-forward advice, Getting an IT Help Desk Job For Dummies is your all-in-one guide to starting your IT career on the right foot!
Author : Donna Knapp
Publisher : Course Technology
ISBN 13 :
Total Pages : 408 pages
Book Rating : 4.0/5 ( download)
Download or read book A Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Course Technology. This book was released on 2004-11 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.
Author : Noel Bruton
Publisher : Routledge
ISBN 13 : 0750649011
Total Pages : 374 pages
Book Rating : 4.7/5 (56 download)
Download or read book How to Manage the IT Helpdesk written by Noel Bruton and published by Routledge. This book was released on 2002 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.
Author : Jason Ruediger
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (112 download)
Download or read book IT Help Desk for Beginners written by Jason Ruediger and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Andrew Hiles, Hon FBCI, EIoSCM
Publisher : Rothstein Publishing
ISBN 13 : 1944480064
Total Pages : 271 pages
Book Rating : 4.9/5 (444 download)
Download or read book Creating A Customer-Focused Help Desk written by Andrew Hiles, Hon FBCI, EIoSCM and published by Rothstein Publishing. This book was released on 2016-06-01 with total page 271 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume came about as a result of the authors’ own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization. Delegates frequently ask us: “What is the best Help Desk software package?” or “What is the best way to set up a Help Desk?” Our only response has to be “Best for whom? It all depends.” A key objective of this book is to show how and why “It all depends” and to provide readers with the best possible information on which to understand and evaluate options and to select the best - for them. If there is one thing we have learned over the last years, it is this: Good service has no history. Bad service has infinite history. Based on extensive feedback from delegates from most of the Fortune 1,000 companies who have attended courses presented through Frost & Sullivan (Europe), AIC (South Africa), Monadnock (UK), The Infomatics Resource Centre (UK), IIR (UK), Digital Equipment (UK), Logtel (South America), CEL (Asia Pacific), UPMOCL (Middle East), Finborough Seminars, as well as delegates of in-company training for organizations like Dow Europe (Switzerland), The Intervention Board, BP, Shell International Petroleum, Logica (UK), Arthur Andersen (UK), Rolls Royce (UK), Global One (Germany and USA), Caterpillar (Switzerland), GAK (Netherlands), European Commission (Belgium), Transnet (South Africa), Sun Valley (UK), Nikon Precision (UK).
Author : Mike Halsey
Publisher : Apress
ISBN 13 : 1484251334
Total Pages : 199 pages
Book Rating : 4.4/5 (842 download)
Download or read book The IT Support Handbook written by Mike Halsey and published by Apress. This book was released on 2019-10-03 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and expensive, but it doesn't have to be with the right processes in place. Whether you're an individual, part of an IT support team, or managing staff supporting PC users in their homes, The IT Support Handbook will help you understand the right way to approach, troubleshoot, and isolate problems so they can be handled efficiently, with least disruption and cost to your business. You'll make yourself popular with your colleagues, and keep your customers and users happy and productive. What You'll LearnManage reporting, and keep a record of issues that occur Provide effective remote support for users away from home or working in another office Use error and system reporting in Windows to obtain high-quality, relevant information Spot patterns in user behavior that may be causing difficult-to-diagnose problems Be familiar with best practices to make you a better support professional Who This Book Is For IT professionals, IT support (on-site and remote), and system administrators who manage support teams. No prior knowledge is required.
Author : Mark Copeman
Publisher :
ISBN 13 : 9781729416891
Total Pages : 187 pages
Book Rating : 4.4/5 (168 download)
Download or read book Helpdesk Habits written by Mark Copeman and published by . This book was released on 2019-01-08 with total page 187 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mark Copeman is a serial entrepreneur and was co-founder of Customer Thermometer, the customer satisfaction tool. He has spent two decades developing customer relationships, building a helpdesk and working with 100's of customer service organisations across the world. During this time, he has discovered the single most important ingredient to delivering exceptional customer service - habit creation and embedding. Mark's formula for success will not only transform how you work, but will also make you a happier and more successful customer service professional. Through his unique framework, he shows you how to create and embed 50 new habits, transforming how you deliver customer service, whether by phone, email or chat. Learn the importance of harnessing habits Develop the right attitude towards your role Understand the importance of human customer service Learn how to communicate effectively See how tiny adjustments in phrasing can win the day Become skilled in empathy and rapport Be assured it's OK to have a personality Read and implement with your team today and turn your helpdesk into a feature, not an overhead.
Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9781285063584
Total Pages : 544 pages
Book Rating : 4.0/5 (635 download)
Download or read book A Guide to Customer Service Skills for the Service Desk Professional written by Donna Knapp and published by Cengage Learning. This book was released on 2014-05-12 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction. Each chapter describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL vocabulary and concepts are reflected throughout the text. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Author : Fred Beisse
Publisher : Cengage Learning
ISBN 13 : 9780495806493
Total Pages : 592 pages
Book Rating : 4.8/5 (64 download)
Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2009-09-16 with total page 592 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Author : Peter Weill
Publisher : Harvard Business Press
ISBN 13 : 1422136566
Total Pages : 208 pages
Book Rating : 4.4/5 (221 download)
Download or read book IT Savvy written by Peter Weill and published by Harvard Business Press. This book was released on 2009-07-07 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digitization of business interactions and processes is advancing full bore. But in many organizations, returns from IT investments are flatlining, even as technology spending has skyrocketed. These challenges call for new levels of IT savvy: the ability of all managers-IT or non-IT-to transform their company's technology assets into operational efficiencies that boost margins. Companies with IT-savvy managers are 20 percent more profitable than their competitors. In IT Savvy, Peter Weill and Jeanne Ross-two of the world's foremost authorities on using IT in business-explain how non-IT executives can acquire this savvy. Concise and practical, the book describes the practices, competencies, and leadership skills non-IT managers need to succeed in the digital economy. You'll discover how to: -Define your firm's operating model-how IT can help you do business -Revamp your IT funding model to support your operating model -Build a digitized platform of business processes, IT systems, and data to execute on the model -Determine IT decision rights -Extract more business value from your IT assets Packed with examples and based on research into eighteen hundred organizations in more than sixty countries, IT Savvy is required reading for non-IT managers seeking to push their company's performance to new heights.
Author : Ivanka Menken
Publisher : Emereo Publishing
ISBN 13 : 9781486460960
Total Pages : 94 pages
Book Rating : 4.4/5 (69 download)
Download or read book Help Desk Complete Certification Kit - Core Series for It written by Ivanka Menken and published by Emereo Publishing. This book was released on 2013-05 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explore the most popular customer service resource known as Help Desk. Evaluate the various forms of Help Desk communication methods and the obvious benefits a company receives from implementing Help Desk processes and technology. Become a valued member of your organization by learning how to effectively implement Help Desk processes into your department. A help desk is an implemented resource constructed to provide customers and clients with information, support, and guidance in relation to company services and products. Help desk support works toward troubleshooting customer problems and initiates this through various channels of communications including email, toll-free numbers, and live chat technology. A help desk provides a single point of contact for users to solve their problems, receive technical support, and obtain professional answers to their questions. This course would benefit managers who want to implement help desk resources to improve customer service, businesses exploring the various communication methods that can be used for help desk processes, and individuals who want to improve their customer service skills and build on help desk technician knowledge. This certification validates that you know specific methods, models, and/or tools. This is essential to professionals in order to be updated on the latest multimedia trends, and to add to their Help Desk strategy toolbox. The industry is facing a bold, new world with the amazing developments of Help Desk, and the challenges and the opportunities this presents are unprecedented. The Help Desk Complete Certification Kit serves as a complete introductory guide for anyone looking to grasp a better understanding of Help Desk concepts and their practical application in any environment. The Art of Service's introductory Help Desk training and certification helps IT practitioners develop the skills that are crucial, as businesses embark on this massive transformation. It provides an industry credential for IT professionals to help them transform into the world of Help Desk. This training and certification enables you to move both the industry and business forward, and to quickly take advantage of the benefits that Help Desk applications present. Take the next step: Get Certified The Art of Service IT Service Management programs are the #1 certification programs in the information management industry. Being proven means investing in yourself and formally validating your knowledge, skills, and expertise by the industry's most comprehensive learning and certification program. The Help Desk Complete Certification Kit course prepares you for Help Desk Certification. Why register? - Easy and affordable. - Learning about Help Desk technologies has never been more affordable. - Latest industry trends explained. - Acquire valuable skills and get updated about the industry's latest trends right here. Today. - Learn from the Experts. The Art of Service offers education about Help Desk and 300 other technologies by the industry's best. - Learn at your own pace. Find everything right here, when you need it, and from wherever you are. What will you learn? - Learn the important concepts, tools, methods and uses of Help Desk. - Learn about the benefits of implementing Help Desk strategies, practices, and processes in your work place. - Examine Help Desk auditing processes. - Review Help Desk software and technology. - Manage your customer relationships. Course Outline The topics covered in this course are: - An Overview of Help Desk - Customer Service and Product Support - Technical and Customer Support - Customer Experience - Customer Relationship Management - Help Desk Auditing - Help Desk Application/Software Contact Hours: The recommended minimum contact hours to pass the certification test is 18 hours. Delivery: The program combines present
Author : D Russell Steffy
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781466266940
Total Pages : 0 pages
Book Rating : 4.2/5 (669 download)
Download or read book In a Perfect World, a Survival Guide for the Help Desk Technician written by D Russell Steffy and published by Createspace Independent Publishing Platform. This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: It didn't take long on my first job as a Help Desk Technician to realize why a lot of folks don't want to pursue this career path. This type of work isn't for everyone. Let's face it, nobody wants to constantly deal with unhappy users, and where "bug", "fix" and "workaround" are the three most used terms on a daily basis. But it doesn't have to be that way. Yes it's hard work to change that all-to-common scenario, but the payoffs can be tremendous. My career has spanned across many organizations and over twenty five years where I've had to completely restructure the concept of the Help Desk. In every case, customer satisfaction increased at least several fold, call volume was reduced by as much as seventy percent, and the moral boost virtually immeasurable. All of a sudden, Help Desk Techs were asked for by name, holiday cards were received in the mail, and even unsolicited testimonials were received by executive management complimenting the excellent support and service. Here is my "professional biography", a template for achieving a successful Help Desk and Technical Support environment. An all-inclusive guide for the Help Desk or Technical Support Professional, "In A Perfect World, A Survival Guide for the Help Desk Technician" offers a light-hearted approach to techniques for problem solving, how to handle users of varying skill levels and demeanor, company politics (yours and theirs), and much more. "In A Perfect World" includes tips for broadening time management and organizational skills with emphasis on common sense. The Help Desk is often the first impression a prospective client will experience, and it is imperative all issues be resolved with expedience and professionalism. "In A Perfect World" is a powerful reference tool ideal for Help Desk Technicians on the frontline, Department Managers, on up to Executive Management. "In a Perfect World" is also great for novice and intermediate users offering valuable information suitable for sharpening their computer related skill set.
Author : Anthony Montoya
Publisher : Emerge Publishing Group Llc
ISBN 13 : 9781488514852
Total Pages : 90 pages
Book Rating : 4.5/5 (148 download)
Download or read book Help Desk 95 Success Secrets written by Anthony Montoya and published by Emerge Publishing Group Llc. This book was released on 2013-06 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: There has never been a Help Desk manual like this. Help Desk 95 Success Secrets is not about the ins and outs of Help Desk. Instead, it answers the top 95 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This guidebook is also not about Help Desk best practice and standards details. Instead it introduces everything you want to know to be successful with Help Desk. A quick look inside of the subjects covered: The Basics About the Online Help Desk, The Help Desk (Service Desk), Thank God for Help Desk Tech Support, The Guide to Being an Expert Help Desk Technical Support Specialist, Gain Entry to the IT World Through The Entry Level Junior Level Help Desk Support Position, Help Desk Engineer - A Career Worth Eyeing For, The Benefits of Free Help Desk Support Software, Help Desk Computer Operations Officers - Working Their Way in Securing Company Premises, What You Need To Know About Help Desk Associate And Project Manager Technical Support, Common features across most Help Desk tools, Computer Call Center Help Desk, The Downside of Working as a Help Desk Assistant, Selection process for Help Desk tools, Role of IT Help Desk Clerk, The Importance Of Hiring and Training Help Desk Agents, Let the Help Desk Support Consultant/Analyst do the Work, What IT help desk software covers?, When To Get Web Help Desk Software Systems for Your Help Desk, Help Desk - Exceeding Customer Expectations, What Does It Take to Become A Supervisor Analyst Help Desk Operations Trucking Logistics, Top 5 Help Desk Best Practices, Why IT Organizations Should Invest in Computer Help Desk Software, What Kind of Service Should I Expect From The Dell Help Desk?, How Does a Help Desk PC Computer Call Center Handle Angry Callers?, Customer Service Help Desk - Pointers to Delivering World Class Customer Service, Techniques on How to Handle Computer Help Desk Issues, Do I qualify as a call center help desk agent?, Reasons Why You Need Help Desk Application In Your Company, Defining Help Desk Customer Service, Role of the Help Desk Desktop 3rd Level, Work of an Entry Level Help Desk, Requirements to Become a Computer Help Desk Technician, Relieving Pc Help Desk Support Staff Of Stress, What is a Computer Operator Help Desk?, Technical Support Help Desk - Troubleshooting Internet Connection Issues, Tips on How to be a Successful Help Desk Specialist, Responsibilities of a Help Desk Manager, Do I Qualify as a Help Desk Administrator?, and much more...
Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9780538748537
Total Pages : 400 pages
Book Rating : 4.7/5 (485 download)
Download or read book A Guide to Customer Service Skills for the Service Desk Professional written by Donna Knapp and published by Cengage Learning. This book was released on 2012-07-19 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
