Effective Help Desk Specialist Skills

Effec Help Desk Speci ePub_1

Nonfiction, Computers, General Computing, Skills
Cover of the book Effective Help Desk Specialist Skills by Darril Gibson, Pearson Education
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Author: Darril Gibson ISBN: 9780133571851
Publisher: Pearson Education Publication: October 27, 2014
Imprint: Pearson IT Certification Language: English
Author: Darril Gibson
ISBN: 9780133571851
Publisher: Pearson Education
Publication: October 27, 2014
Imprint: Pearson IT Certification
Language: English

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

 

 

 

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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

 

 

 

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