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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 : Darril Gibson
Publisher : Pearson Education
ISBN 13 : 0789752409
Total Pages : 450 pages
Book Rating : 4.7/5 (897 download)
Download or read book Effective Help Desk Specialist Skills written by Darril Gibson and published by Pearson Education. This book was released on 2014 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is today's most complete, practical, and up-to-date guide to succeeding as a help desk professional. Leading technology instructor and consultant Darril Gibson thoroughly explains each of today's help desk support roles, and fully covers all essential skill sets, both technical and personal. Reflecting his extensive classroom and field experience, he presents exceptionally clear and relevant objectives and summaries, backed with realistic case studies, hands-on projects, exercises, and multiple-choice review questions.
Author : Susan Sanderson
Publisher : McGraw-Hill/Irwin
ISBN 13 : 9780078216770
Total Pages : 0 pages
Book Rating : 4.2/5 (167 download)
Download or read book Introduction to Help Desk Concepts and Skills written by Susan Sanderson and published by McGraw-Hill/Irwin. This book was released on 2003-09-17 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook is intended for students studying for AS degrees in computer information systems or information technology, or for secondary programs teaching vocational/technical programs, with varying degrees of computer knowledge who are training for jobs in desktop support and help desks.
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 : 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 : 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 : 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 : 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 : 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 : Peter Weill
Publisher : Harvard Business Press
ISBN 13 : 1422136566
Total Pages : 209 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 209 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 : Alison Green
Publisher : Ballantine Books
ISBN 13 : 0399181822
Total Pages : 306 pages
Book Rating : 4.3/5 (991 download)
Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
Author : Laura Brandenburg
Publisher :
ISBN 13 : 9780983861126
Total Pages : 244 pages
Book Rating : 4.8/5 (611 download)
Download or read book How to Start a Business Analyst Career written by Laura Brandenburg and published by . This book was released on 2015-01-02 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: You may be wondering if business analysis is the right career choice, debating if you have what it takes to be successful as a business analyst, or looking for tips to maximize your business analysis opportunities. With the average salary for a business analyst in the United States reaching above $90,000 per year, more talented, experienced professionals are pursuing business analysis careers than ever before. But the path is not clear cut. No degree will guarantee you will start in a business analyst role. What's more, few junior-level business analyst jobs exist. Yet every year professionals with experience in other occupations move directly into mid-level and even senior-level business analyst roles. My promise to you is that this book will help you find your best path forward into a business analyst career. More than that, you will know exactly what to do next to expand your business analysis opportunities.
Author : Don R. Crawley
Publisher : Soundtraining Net
ISBN 13 : 9780983660705
Total Pages : 164 pages
Book Rating : 4.6/5 (67 download)
Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
Author : Julie Causton
Publisher :
ISBN 13 : 9781681254524
Total Pages : pages
Book Rating : 4.2/5 (545 download)
Download or read book The Paraprofessional's Handbook for Effective Support in Inclusive Classrooms written by Julie Causton and published by . This book was released on 2020-12 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: "Discover everything a great paraprofessional needs to know and do in the second edition of this bestselling guidebook! Acclaimed inclusion expert Julie Causton and new co-author Kate MacLeod bring you a supremely practical guide to every facet of your complex role: partnering with teachers, selecting accommodations and modifications, facilitating peer connections, fading your support, and much more. WHAT'S NEW: New chapter on Respectful Support for Developing Student Independence, More on key topics such as collaboration, presuming competence, and supporting social and academic success for students with diverse abilities, New and updated research, practices, resources, examples, quiz questions, and reflection activities throughout the book, Package of online materials, including printable activities, forms, and worksheets"--
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 : Fred Beisse
Publisher :
ISBN 13 :
Total Pages : 488 pages
Book Rating : 4.3/5 (91 download)
Download or read book A Guide to Computer User Support for Help Desk & Support Specialists written by Fred Beisse and published by . This book was released on 2001 with total page 488 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides an overview of the knowledge, skills, and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, this titles emphasizes problem-solving and communication skills in addition to technical coverage. Using creative Hands-On exercises and Case Projects, users apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for today's team-oriented work environment.
