Introduction to Help Desk Concepts and Skills

Susan Sanderson

  • 出版商: McGraw-Hill/Irwin
  • 出版日期: 2003-09-17
  • 定價: $2,000
  • 售價: 9.5$1,904
  • 貴賓價: 9.0$1,809
  • 語言: 英文
  • 頁數: 464
  • 裝訂: Paperback
  • ISBN: 007821677X
  • ISBN-13: 9780078216770

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Back Cover

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