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Introduction To Help Desk Concepts And Skills
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Book Synopsis Introduction to Help Desk Concepts and Skills by : Susan Sanderson
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.
Book Synopsis A Guide to Help Desk Concepts by : Donna Knapp
Download or read book A Guide to Help Desk Concepts written by Donna Knapp and published by . This book was released on 1999 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designed specifically for a first course in any help desk or user support curriculum, this book introduces readers to the service concepts, skill sets, career paths, and operations of the help desk industry. This is one of the first books to present help desk concepts from an educational perspective and provide an overview of the help desk for individuals interested in pursuing a career in customer support. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager. The author's expertise provides strong real-world computer support examples, case studies, and exercises throughout the book.
Book Synopsis A Guide to Service Desk Concepts by : Donna Knapp
Download or read book A Guide to Service Desk Concepts written by Donna Knapp and published by Cengage Learning. This book was released on 2013-02-21 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
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 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.
Book Synopsis Knowledge Management for Help Desk and Customer Care: How to Build an Effective Knowledge Base - A Roadmap to Success by : Juliano Statdlober
Download or read book Knowledge Management for Help Desk and Customer Care: How to Build an Effective Knowledge Base - A Roadmap to Success written by Juliano Statdlober and published by Independently Published. This book was released on 2017-06-23 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. The result of this work is a summary of huge material, facilitating the introduction to the subject and understanding thereof.The focus of the book, however, is not restricted to knowledge management in itself. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue.The objective is to present a practical proposition for development of initiatives of knowledge management applied to help desk and customer-care. To achieve this, the first part of the book also presents concepts of KCS (Knowledge-Centered Service), a set of practices and a specific methodology focused upon technical support, to improve the efficacy of resolving problems. KCS, however, is not limited merely to solving problems, being able to be adapted to handling requests in general.KCS is the result of compiling best practices and discussing initiatives by a group of large information technology companies, which formed a consortium to share ideas and experiences.The areas of technical support, whether in help desk or in customer care, depend upon the qualification of the people involved in the process, and this in turn depends upon knowledge. Indeed, how can one resolve a problem without knowing the subject concerned? The worst is that such subject is usually a technical issue, or is related to something technical, as the functioning of software or a product. Even in the cases of requisitions, where the agent does not go to resolve a problem, but to render a service to handle a request, knowledge is required: how to proceed to fulfill the necessity, or to whom and how forward the requisition, and what information is necessary? And if the requisition is a request for information, where to search for this information to pass to the requestor?KCS was created, with certain assumptions common to knowledge management, to deal with obtaining, sharing and transmitting knowledge to improve service, involving incidents and problems. As the methodology itself determines, it can be adapted to aid in forming a useful knowledge basis for handling requisitions. In the first part of the book KCS is presented and commented upon in a detailed manner, including its concepts, objectives and practices. As the theoretical concepts are presented and explained, and that, therefore, a context is provided, in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS. What is being proposed is the use of the conceptual basis of KCS, but not being limited thereto. Indeed, a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented. The model proposed is something practical and applicable in companies of any size which have areas of technical support, service-desk, shared services or customer care. As they are practices suggested, they can be adapted, obviously, but their structure has a composition which allows the understanding of the themes in a logical and clear sequence, without ever losing sight of the essential academic concepts of knowledge management and KCS, obviously.
Book Synopsis Case Management, Third Edition by : Arthur J. Frankel
Download or read book Case Management, Third Edition written by Arthur J. Frankel and published by Oxford University Press. This book was released on 2011-08 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Case managers provide an indispensable service, acting as both experts and liaisons to the wide variety of services, resources, and opportunities available to their clients. The authors use their extensive practice, classroom, and research experience to delineate clearly the steps of the case management process and to address the myriad roles case managers fill in different practice situations. By detailing the various processes and goals of case management and the different populations they help, the authors present a resource that is invaluable not only to social workers, but also to case managers in nursing centers, community mental health facilities, and criminal justice centers. The third edition of this book is updated to reflect the constantly changing nature of the helping professions. New and updated references provide readers with an array of options for pursuing specific aspects of case management. The book is attentive to the evolving needs of a variety of populations, and it now contains a new section on working with members of the military and their families. This edition also contains new information on case management within larger organizations that provide mental health services.
Book Synopsis Case Management by : Arthur J. Frankel
Download or read book Case Management written by Arthur J. Frankel and published by Oxford University Press, USA. This book was released on 2019-01-02 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the course of twenty years and across three editions, this text has approached case management as both an art and a science by providing students and practitioners with the basics of case management theory, skills, and applications. This fourth edition, which focuses on both the social work and nursing professions, offers trainers, instructors, and students detailed information about how case management is delivered, major issues encountered in practice, how services are affected by different populations, and the unique skills that are required by case managers in order to be effective. Chapter exercises and numerous case examples help readers practice some of the skills associated with the content offered. Case Management is unique in that it brings together the major professions that conduct case management in the United States. It is focused on skill learning more than on theory, and discusses not only the importance of case management in the current social work and medical milieu, but also the challenges that case managers face in helping clients. In addition, the text offers a model for integrated case management between professions and in numerous settings, including nursing centers, community mental health facilities, and criminal justice centers.
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 Computers in the Medical Office by : Susan Sanderson
Download or read book Computers in the Medical Office written by Susan Sanderson and published by McGraw-Hill Science, Engineering & Mathematics. This book was released on 2004-06 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: This revision incorporates the important changes both in the Medisoft program and in the medical office environment. Computers in the Medical Office offers training and applications using full-featured, state-of-the-art software and current, realistic medical office cases while building transferable computerized medical billing and scheduling skills. Although it is correlated to Medisoft software, students who complete CIMO learn the appropriate terminology and skills necessary to use any patient billing software program with minimal additional training..
Book Synopsis Introduction to Counselling Skills by : Richard Nelson-Jones
Download or read book Introduction to Counselling Skills written by Richard Nelson-Jones and published by SAGE. This book was released on 2012-11-19 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: From leading skills expert Richard Nelson-Jones, this bestselling book is the ideal companion for any trainer or trainee wanting to acquire and develop the counselling skills key to effective therapeutic relationships. Using an easy to follow, three-stage model, this fourth edition provides the answers to those all important questions: - what are counselling skills and why are they important? - how can I become more skilled and put the skills I have learnt into practice? - what skills will help me manage crises and work effectively with diversity, ethical issues and dilemmas? - how can I help my client to develop their own self-helping skills and maintain change after the counselling relationship has terminated? Accessible, practical and concise, this new edition is packed full of up-to-date case examples, more material on self-care and diversity, as well as a brand new chapter on "Using Technology in Counselling". This is the ideal text for introductory courses in counselling skills, counselling and other professional areas including health care, management, education and social work. Richard Nelson-Jones has many years′ experience as a counsellor, trainer and psychotherapist. His books have helped train thousands of counsellors and helpers worldwide. He is a Fellow of the British and Australian Psychological Societies and of the British Association for Counselling and Psychotherapy.
Book Synopsis Multiplying and Dividing Fractions, Grades 5 - 8 by : Schyrlet Cameron
Download or read book Multiplying and Dividing Fractions, Grades 5 - 8 written by Schyrlet Cameron and published by Mark Twain Media. This book was released on 2013-01-02 with total page 64 pages. Available in PDF, EPUB and Kindle. Book excerpt: Focus on the essentials with Multiplying and Dividing Fractions! Aligned to Common Core State Standards, this systematic workbook focuses specifically on one skill at a time, gradually building towards math mastery. It includes student practice pages; teacher pages with standards, vocabulary, examples, and enrichment activities; learning stations; a glossary; and more! 64 pages
Book Synopsis Math Workouts: Concepts by : Tony G. Williams
Download or read book Math Workouts: Concepts written by Tony G. Williams and published by Teaching and Learning Company. This book was released on 2009-09-01 with total page 20 pages. Available in PDF, EPUB and Kindle. Book excerpt: This packet is designed to help middle school mathematics students think critically and have fun with math. Each workout is easily reproducible and includes an answer key or mini-lesson demonstrating how to solve each problem. The practical teaching tips can be used for instruction and discussion. Make the most of your math lessons by grabbing your students attention with these engaging activities!
Book Synopsis Introduction to Clinical Skills by : Mark B. Mengel
Download or read book Introduction to Clinical Skills written by Mark B. Mengel and published by Springer Science & Business Media. This book was released on 2007-08-19 with total page 502 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practical text is an excellent introduction to the clinical skills all physicians, particularly those in primary care disciplines, need to treat their patients in a humane fashion and at a reasonable cost. The authors focus on patient-centered, or generalist, skills that will help the biomedically oriented physician become more comfortable in managing patient care situations. In addition, the chapters review the diagnostic, treatment, and technical skills that medical students encountered in their Introduction to Clinical Medicine or Physical Diagnosis courses. The book's clinical cases will stimulate class discussions and provide vignettes for skills practice.
Book Synopsis Exploration and Meaning Making in the Learning of Science by : Bernard Zubrowski
Download or read book Exploration and Meaning Making in the Learning of Science written by Bernard Zubrowski and published by Springer Science & Business Media. This book was released on 2009-08-14 with total page 356 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mountaineers, Rock Climbers, and Science Educators Around the 1920s, rock climbing separated from mountaineering to become a separate sport. At that time European climbers developed new equipment and techniques, enabling them to ascend mountain faces and to climb rocks, which were considered unassailable up to that time. American climbers went further by expanding and improving on the equipment. They even developed a system of quantification where points were given for the degree of difficulty of an ascent. This system focused primarily on the pitch of the mountain, and it even calculated up to de- mals to give a high degree of quantification. Rock climbing became a technical system. Csikszentmihaly (1976) observed that the sole interest of rock climbers at that time was to climb the rock. Rock climbers were known to reach the top and not even glance around at the scenery. The focus was on reaching the top of the rock. In contrast, mountaineers saw the whole mountain as a single “unit of perc- tion. ” “The ascent (to them) is a gestalt including the aesthetic, historical, personal and physical sensations” (Csikszentmihaly, 1976, p. 486). This is an example of two contrasting approaches to the same kind of landscape and of two different groups of people. Interestingly, in the US, Europe, and Japan a large segment of the early rock climbers were young mathematicians and theoretical physicists, while the mountaineers were a more varied lot.
Book Synopsis Customer Service by : Robert W. Lucas
Download or read book Customer Service written by Robert W. Lucas and published by . This book was released on 2009 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel
Book Synopsis Fundamentals of Programming in SAS by : James Blum
Download or read book Fundamentals of Programming in SAS written by James Blum and published by SAS Institute. This book was released on 2019-07-27 with total page 342 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unlock the essentials of SAS programming! Fundamentals of Programming in SAS: A Case Studies Approach gives a complete introduction to SAS programming. Perfect for students, novice SAS users, and programmers studying for their Base SAS certification, this book covers all the basics, including: working with data creating visualizations data validation good programming practices Experienced programmers know that real-world scenarios require practical solutions. Designed for use in the classroom and for self-guided learners, this book takes a novel approach to learning SAS programming by following a single case study throughout the text and circling back to previous concepts to reinforce material. Readers will benefit from the variety of exercises, including both multiple choice questions and in-depth case studies. Additional case studies are also provided online for extra practice. This approach mirrors the way good SAS programmers develop their skills—through hands-on work with an eye toward developing the knowledge necessary to tackle more difficult tasks. After reading this book, you will gain the skills and confidence to take on larger challenges with the power of SAS.
Book Synopsis Introduction to Information Systems by : R. Kelly Rainer (Jr.)
Download or read book Introduction to Information Systems written by R. Kelly Rainer (Jr.) and published by John Wiley & Sons. This book was released on 2013-08-30 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: The goal of Introduction to Information Systems, 3rd Canadian Edition remains the same: to teach all business majors, especially undergraduate ones, how to use information technology to master their current or future jobs and to help ensure the success of their organization. To accomplish this goal, this text helps students to become informed users; that is, persons knowledgeable about information systems and information technology. The focus is not on merely learning the concepts of IT but rather on applying those concepts to facilitate business processes. The authors concentrate on placing information systems in the context of business, so that students will more readily grasp the concepts presented in the text. The theme of this book is What's In IT for Me? This question is asked by all students who take this course. The book will show you that IT is the backbone of any business, whether a student is majoring in Accounting, Finance, Marketing, Human Resources, or Production/Operations Management. Information for the Management Information Systems (MIS) major is also included.
