Introduction to Help Desk Concepts and Skills
Susan Sanderson
- 出版商: McGraw-Hill Education
- 出版日期: 2003-09-17
- 售價: $2,260
- 貴賓價: 9.5 折 $2,147
- 語言: 英文
- 頁數: 464
- 裝訂: Paperback
- ISBN: 007821677X
- ISBN-13: 9780078216770
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商品描述
Essential IT Skills for On-the-Job Success
Mike Meyers, one of the premier computer and network skills trainers, has developed a learning system designed to teach key IT principles in an easy-to-understand style that will prepare you for an IT career. His proven ability to explain concepts in a clear, direct way makes these books interesting, motivational, and fun.
Inside this book, you will learn to:
- Identify the components of a successful help desk
- Understand the six steps required to process a call
- Accurately document calls
- Determine the root cause of a problem and evaluate possible solutions
- Understand how computer telephony integration (CTI) functions
- Use performance management methods
- Integrate asset management and security policies with technical support
- Learn effective communication skills to deal with a variety of situations and users
CD-ROM features:
- Learning edition of HelpSTAR software for hands-on experience with Help Desk best practices
- Audio recordings of sample Help Desk calls that demonstrate communication techniques
Each chapter includes:
- Learning Objectives
- Reading Check Exercises and Sample Scripts
- Chapter Summaries and Key Term Lists
- End-of-Chapter Quizzes, Projects, and Case Studies
- Skill Focus Sidebars Featuring Help Desk Trends, Careers, and Concepts
Table of Contents
Introduction to Help Desk Concepts and Skills
Chapter 1: Introduction to the Help Desk
Chapter 2: Organization and People
Chapter 3: Receiving the Incident
Chapter 4: Processing and Resolving the Incident
Chapter 5: Computer Telephony Integration
Chapter 6: Web-Based Support
Chapter 7: Performance Management
Chapter 8: Knowledge Management
Chapter 9: Asset and Security Management
Chapter 10: Help Desk Survival Guide
Help Desk Simulation
Appendix: Introduction to HelpStar
Glossary