Service Desk Superhero A Step By Step Guide

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Service Desk Superhero: A Step-By-Step Guide

Author : Mike Holandez
Publisher : Thinqsys Incorporated
ISBN 13 : 9781999031503
Total Pages : 174 pages
Book Rating : 4.0/5 (315 download)

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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

The Help Desk Handbook

Author : Ron Muns
Publisher :
ISBN 13 : 9781571250001
Total Pages : 170 pages
Book Rating : 4.2/5 (5 download)

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Book Synopsis The Help Desk Handbook by : Ron Muns

Download or read book The Help Desk Handbook written by Ron Muns and published by . This book was released on 1993 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt:

In a Perfect World, a Survival Guide for the Help Desk Technician

Author : D Russell Steffy
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781466266940
Total Pages : 0 pages
Book Rating : 4.2/5 (669 download)

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Book Synopsis In a Perfect World, a Survival Guide for the Help Desk Technician by : D Russell Steffy

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.

The Service Desk Handbook – A guide to service desk implementation, management and support

Author : Sanjay Nair
Publisher : IT Governance Ltd
ISBN 13 : 1787782379
Total Pages : 102 pages
Book Rating : 4.7/5 (877 download)

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Book Synopsis The Service Desk Handbook – A guide to service desk implementation, management and support by : Sanjay Nair

Download or read book The Service Desk Handbook – A guide to service desk implementation, management and support written by Sanjay Nair and published by IT Governance Ltd. This book was released on 2020-09-15 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL® to accomplish their tasks while making the necessary adaptations as per their organisation’s needs.

Running an Effective Help Desk

Author : Barbara Czegel
Publisher : John Wiley & Sons
ISBN 13 :
Total Pages : 472 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Running an Effective Help Desk by : Barbara Czegel

Download or read book Running an Effective Help Desk written by Barbara Czegel and published by John Wiley & Sons. This book was released on 1998-03-27 with total page 472 pages. Available in PDF, EPUB and Kindle. Book excerpt: The definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies. This book is for you if you are: * A business manager charged with researching, planning, and setting up a Help Desk in your organization * An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies * A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes. The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization's Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel: * Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet * Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk * Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects. On the companion website you'll find: * Real-life Web-based Help Desk examples * All the templates from the book in HTML and Word formats.

Service and Support Handbook

Author :
Publisher :
ISBN 13 :
Total Pages : 181 pages
Book Rating : 4.:/5 (128 download)

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Book Synopsis Service and Support Handbook by :

Download or read book Service and Support Handbook written by and published by . This book was released on 2002 with total page 181 pages. Available in PDF, EPUB and Kindle. Book excerpt:

A Guide to Service Desk Concepts

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9781285063454
Total Pages : 0 pages
Book Rating : 4.0/5 (634 download)

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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.

A Guide to Customer Service Skills for the Service Desk Professional

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9780538748537
Total Pages : 400 pages
Book Rating : 4.7/5 (485 download)

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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.

A Guide to Customer Service Skills for the Help Desk Professional

Author : Donna Knapp
Publisher :
ISBN 13 :
Total Pages : 314 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis A Guide to Customer Service Skills for the Help Desk Professional by : Donna Knapp

Download or read book A Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by . This book was released on 1999 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.

Service Desk - Simple Steps to Win, Insights and Opportunities for Maxing Out Success

Author : Gerard Blokdijk
Publisher : Complete Publishing
ISBN 13 : 9781489101013
Total Pages : 228 pages
Book Rating : 4.1/5 (1 download)

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Book Synopsis Service Desk - Simple Steps to Win, Insights and Opportunities for Maxing Out Success by : Gerard Blokdijk

Download or read book Service Desk - Simple Steps to Win, Insights and Opportunities for Maxing Out Success written by Gerard Blokdijk and published by Complete Publishing. This book was released on 2015-11-06 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Starting out with Service Desk means being unsure about what to do, how to start and how to get the most out of it; preparing for success, and avoiding failure. There is enormous satisfaction in seeing the change succeed, overcoming the obstacles in the way to reap the rewards and benefits that using Service Desk brings. Don't embark on the change unprepared or it will be doomed to fail. But it's my guess that since you're reading this, the forces of change have already been set in motion, and there is no going back. What you need is the resources, knowledge, and confidence required to overcome uncertainty and face Service Desk changes. The job can be accomplished by having a roadmap and experiences from previous Service Desk changes. This is where this book is your guide and roadmap. You will be able to relate to the experiences laid out in its resources covering all aspects of any Service Desk initiative. Use it, and its INCLUDED resources, to get a strong foundation. It will provide aid, advice, blueprints, road maps en templates when you need it most. The book reflects the reality that the fastest way to learn about Service Desk is from experiences, knowing about the ins and outs of employment and career developments, trends and popularity, relevant knowledge and patents AND the INCLUDED downloadable resources on Service Desk Blueprints, Templates and Presentations. Whatever makes you decide to take on the change: growing business initiatives or career development plans, you are ready for a Service Desk Change. The book and accompanying toolkit is your gateway and will fully support your commitment in moving forward and energize yourself and others.

A Guide to Help Desk Technology, Tools & Techniques

Author : Dione McBride
Publisher : Cengage Learning
ISBN 13 :
Total Pages : 386 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis A Guide to Help Desk Technology, Tools & Techniques by : Dione McBride

Download or read book A Guide to Help Desk Technology, Tools & Techniques written by Dione McBride and published by Cengage Learning. This book was released on 2000 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on the technology, tools and techniques involved in running an effective help desk. A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management and customers alike.

Guide to Customer Service Skills for the Help Desk Professional

Author : Donna Knapp
Publisher : Turtleback
ISBN 13 : 9780613916493
Total Pages : pages
Book Rating : 4.9/5 (164 download)

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Book Synopsis Guide to Customer Service Skills for the Help Desk Professional by : Donna Knapp

Download or read book Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Turtleback. This book was released on 1999-11-16 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises throughout the book. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.

Service Desk A Complete Guide - 2020 Edition

Author : Gerardus Blokdyk
Publisher : 5starcooks
ISBN 13 : 9780655915881
Total Pages : 306 pages
Book Rating : 4.9/5 (158 download)

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Book Synopsis Service Desk A Complete Guide - 2020 Edition by : Gerardus Blokdyk

Download or read book Service Desk A Complete Guide - 2020 Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2019-09-06 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is the priority of a problem compared to others? How could you describe your dream project management software? What discernible impact has technical support had on meeting project objectives? How does your service desk stack up? All changes should be traceable, in other words, one can answer the question, what changed? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Service Desk investments work better. This Service Desk All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Service Desk Self-Assessment. Featuring 918 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Service Desk improvements can be made. In using the questions you will be better able to: - diagnose Service Desk projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Service Desk and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Service Desk Scorecard, you will develop a clear picture of which Service Desk areas need attention. Your purchase includes access details to the Service Desk self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Service Desk Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Service Desk Manager Critical Questions Skills Assessment

Author : The Art Of Service
Publisher : Independently Published
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.3/5 (588 download)

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Book Synopsis Service Desk Manager Critical Questions Skills Assessment by : The Art Of Service

Download or read book Service Desk Manager Critical Questions Skills Assessment written by The Art Of Service and published by Independently Published. This book was released on 2022-10-17 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Can anyone place a request for service or help desk call, or is it filtered locally first? Did you have any training or experience in IT services or Incident Management / Help Desk? Do you provide excellent incident management, helping customers to return to productivity? Does your organization have performance based pay or other incentives for its executives? Have you considered using applications or information systems in the SaaS delivery form? How do program and fiscal managers coordinate the activities so information can be shared? What evidence is there that senior management is perceived as accessible and approachable? What information does the Service Desk provide to the IT management of your organization? Where do you consolidate and streamline handoffs between teams, individuals, and systems? Why does your organization struggle to step up to rational, generally agreed upon change? This Service Desk Manager Guide is unlike books you're used to. If you're looking for a textbook, this might not be for you. This book and its included digital components is for you who understands the importance of asking great questions. This gives you the questions to uncover the Service Desk Manager challenges you're facing and generate better solutions to solve those problems. Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you're talking a one-time, single-use project, there should be a process. That process needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Service Desk Manager investments work better. This Service Desk Manager All-Inclusive Self-Assessment enables You to be that person. INCLUDES all the tools you need to an in-depth Service Desk Manager Self-Assessment. Featuring new and updated case-based questions, organized into seven core levels of Service Desk Manager maturity, this Self-Assessment will help you identify areas in which Service Desk Manager improvements can be made. In using the questions you will be better able to: Diagnose Service Desk Manager projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices. Implement evidence-based best practice strategies aligned with overall goals. Integrate recent advances in Service Desk Manager and process design strategies into practice according to best practice guidelines. Using the Self-Assessment tool gives you the Service Desk Manager Scorecard, enabling you to develop a clear picture of which Service Desk Manager areas need attention. Your purchase includes access to the Service Desk Manager self-assessment digital components which gives you your dynamically prioritized projects-ready tool that enables you to define, show and lead your organization exactly with what's important.

Help Desk Complete Certification Kit - Core Series for It

Author : Ivanka Menken
Publisher : Emereo Publishing
ISBN 13 : 9781486460960
Total Pages : 94 pages
Book Rating : 4.4/5 (69 download)

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Book Synopsis Help Desk Complete Certification Kit - Core Series for It by : Ivanka Menken

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

A Guide to Help Desk Concepts

Author : Donna Knapp
Publisher :
ISBN 13 :
Total Pages : 256 pages
Book Rating : 4.:/5 (959 download)

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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 1997 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt:

A Guide to Computer User Support for Help Desk and Support Specialists

Author : Fred Beisse
Publisher : Cengage Learning
ISBN 13 : 9781133188605
Total Pages : 250 pages
Book Rating : 4.1/5 (886 download)

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Book Synopsis A Guide to Computer User Support for Help Desk and Support Specialists by : Fred Beisse

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 2012-03-01 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition. This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position.Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows® 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process.Leading professional software HelpSTAR® and Microsoft® Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition to reinforce the knowledge and skills your students need for success in today's user-support positions.