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Helpdesk Habits
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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.
Book Synopsis Effective Help Desk Specialist Skills by : Darril Gibson
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
Book Synopsis MSP Secrets Revealed by : Mark Copeman
Download or read book MSP Secrets Revealed written by Mark Copeman and published by Independently Published. This book was released on 2020-04-17 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Whether you're just starting out or have been growing your Managed Service Provider business for years, everyone can benefit from a dose of inspiration once in a while. After six months of research, Mark Copeman has brought together wisdom, experience and practical advice into a single book, to benefit you and your team." -- Publisher summary.
Book Synopsis Getting an IT Help Desk Job For Dummies by : Tyler Regas
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!
Book Synopsis The Power of Habit: by Charles Duhigg | Summary & Analysis by : Elite Summaries
Download or read book The Power of Habit: by Charles Duhigg | Summary & Analysis written by Elite Summaries and published by Elite Summaries. This book was released on with total page 1 pages. Available in PDF, EPUB and Kindle. Book excerpt: Detailed summary and analysis of The Power of Habit.
Book Synopsis Emotional Intelligence 2.0 by : Travis Bradberry
Download or read book Emotional Intelligence 2.0 written by Travis Bradberry and published by TalentSmart. This book was released on 2009 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Includes a new & enhanced online edition of the world's most popular emotional intelligence test."
Download or read book Kill Reply All written by Victoria Turk and published by Penguin. This book was released on 2020-01-07 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: Want to Marie Kondo your digital life and develop a more tactful approach to technology? By a leading tech and digital culture journalist, Kill Reply All is a guide to tidying it all up. How do you reply to your colleague’s weird email? What would Emily Post say about your Tinder profi le? And just how do you know if you’re mansplaining? In this irreverent journey through the murky world of digital etiquette, Wired’s Victoria Turk provides an indispensable guide to minding our manners in a brave new online world, and making peace with the platforms, apps, and devices we love to hate. The digital revolution has put us all within a few clicks, taps, and swipes of one another. But familiarity can breed contempt, and while we’re more likely than ever to fall in love online, we’re also more likely to fall headfirst into a raging fight with a stranger or into an unhealthy obsession with the phones in our pockets. If you’ve ever encountered the surreal, aggravating battlefields of digital life and wondered why we all don’t go analog, this is the book for you.
Download or read book Well Aware written by George Finney and published by Greenleaf Book Group. This book was released on 2020-10-20 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: Key Strategies to Safeguard Your Future Well Aware offers a timely take on the leadership issues that businesses face when it comes to the threat of hacking. Finney argues that cybersecurity is not a technology problem; it’s a people problem. Cybersecurity should be understood as a series of nine habits that should be mastered—literacy, skepticism, vigilance, secrecy, culture, diligence, community, mirroring, and deception—drawn from knowledge the author has acquired during two decades of experience in cybersecurity. By implementing these habits and changing our behaviors, we can combat most security problems. This book examines our security challenges using lessons learned from psychology, neuroscience, history, and economics. Business leaders will learn to harness effective cybersecurity techniques in their businesses as well as their everyday lives.
Book Synopsis The 7 Habits of Highly Effective Teens: Workbook by : Sean Covey
Download or read book The 7 Habits of Highly Effective Teens: Workbook written by Sean Covey and published by Mango Media Inc.. This book was released on 2015-11-15 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt: This completely updated and redesigned personal workbook companion to the bestselling The 7 Habits of Highly Effective Teens provides engaging activities, interactives and self-evaluations to help teens understand and apply the power of the 7 Habits. Sean Covey's The 7 Habits of Highly Effective Teens has sold more than 2 million copies and helped countless teens make better decisions and improve their sense of self-worth. Pairing new interactives with modern explanatory graphics, The 7 Habits of Highly Effective Teens workbook reaches today’s teen generation effectively.
Book Synopsis HOW TO WIN FRIENDS & INFLUENCE PEOPLE by : Dale Carnegie
Download or read book HOW TO WIN FRIENDS & INFLUENCE PEOPLE written by Dale Carnegie and published by Good Press. This book was released on 2023-11-26 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dale Carnegie's 'How to Win Friends & Influence People' is a timeless self-help classic that explores the art of building successful relationships through effective communication. Written in a straightforward and engaging style, Carnegie's book provides practical advice on how to enhance social skills, improve leadership qualities, and achieve personal and professional success. The book is a must-read for anyone looking to navigate social dynamics and connect with others in a meaningful way, making it a valuable resource in today's interconnected world. With anecdotal examples and actionable tips, Carnegie's work resonates with readers of all ages and backgrounds, making it a popular choice for personal development and growth. Carnegie's ability to distill complex social principles into simple, actionable steps sets this book apart as a timeless guide for building lasting relationships and influencing others positively. Readers will benefit from Carnegie's wisdom and insight, gaining valuable tools to navigate social interactions and achieve success in their personal and professional lives.
Book Synopsis The 4 Disciplines of Execution by : Chris McChesney
Download or read book The 4 Disciplines of Execution written by Chris McChesney and published by Simon and Schuster. This book was released on 2016-04-12 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: BUSINESS STRATEGY. "The 4 Disciplines of Execution "offers the what but also how effective execution is achieved. They share numerous examples of companies that have done just that, not once, but over and over again. This is a book that every leader should read! (Clayton Christensen, Professor, Harvard Business School, and author of "The Innovator s Dilemma)." Do you remember the last major initiative you watched die in your organization? Did it go down with a loud crash? Or was it slowly and quietly suffocated by other competing priorities? By the time it finally disappeared, it s likely no one even noticed. What happened? The whirlwind of urgent activity required to keep things running day-to-day devoured all the time and energy you needed to invest in executing your strategy for tomorrow. "The 4 Disciplines of Execution" can change all that forever.
Book Synopsis Surviving IT: Essential Advice for Building a Happy and Healthy Technology Career by : Paul Cunningham
Download or read book Surviving IT: Essential Advice for Building a Happy and Healthy Technology Career written by Paul Cunningham and published by . This book was released on 2019-09-02 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the years, Paul Cunningham has developed a number of strategies and mindsets that have allowed him to forge a successful career in IT. Surviving IT shares those strategies and much more. It's an essential guide for technology professionals looking to build a healthy, happy and fulfilling career.
Book Synopsis Service Desk Superhero: A Step-By-Step Guide by : Mike Holandez
Download or read book Service Desk Superhero: A Step-By-Step Guide written by Mike Holandez and published by Thinqsys Incorporated. This book was released on 2019-03-10 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you had to rebuild the IT helpdesk from the ground up, how would you do it? Service Desk Superhero is a comprehensive, step-by-step guide in transforming the service desk from mediocre to excellent! Be an I.T. superhero! Turn the service desk around, improve the business, and catapult your career! In this book you will learn: ✅ How to lay the foundation that will ensure optimal service desk success! ✅ How to harness the unique talents of the service desk staff and align their roles! ✅ How to build a solid service desk solution by choosing the right ticketing system! ✅ How to use automation techniques to put your service desk on cruise control! ✅ BONUS: How to deal with the most common service requests and incidents! ...and much more! Don't let your IT career fall into a downward spiral. BUY this book NOW! Readers are loving Service Desk Superhero: "I wish I had a book like this years ago! The Service Desk industry can really benefit from the research and advice from Service Desk Superhero. I'm certain that businesses will see tremendous improvements in the way IT incidents and requests are handled if they follow Mike's advice." -- J. M., IT Consultant and Business Systems Analyst, CGI "WOW is all I can say. I highly, highly recommend this book. There is no service desk reference like this out there....If you only had to buy one book about the service desk, this had better be it!" --- A.M., Business Consultant, TD Bank "This is an invaluable, must-have reference guide! It's an excellent compilation of best practices that Service Desks should refer to periodically." --- W. S., Cyber Security Consultant
Book Synopsis Laying Down the Rails by : Sonya Shafer
Download or read book Laying Down the Rails written by Sonya Shafer and published by . This book was released on 2007-02 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Why We Buy written by Paco Underhill and published by . This book was released on 1999 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: The culmination of 15 years of meticulous research and observation, this riveting audiobook offers hilarious anecdotes and amazing hard facts about one of Americas favorite pastimes. Abridged. 7 CDs.
Download or read book The a Game written by Ken Sufka and published by Nautilus. This book was released on 2011-08-01 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis A Guide to Customer Service Skills for the Service Desk Professional by : Donna Knapp
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.
