Author: Noel Bruton Publisher: Routledge ISBN: 0750649011 Category : Business & Economics Languages : en Pages : 374
Book Description
The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.
Author: Barbara Czegel Publisher: John Wiley & Sons ISBN: 1119177782 Category : Computers Languages : en Pages : 414
Book Description
Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including: * Eleven effective listening habits that improve your ability to solve problems * Techniques for increasing the speed and accuracy of problem resolution * Early warning systems and layered strategies for problem control * Tools for reducing calls and eliminating problems before they occur * A simple, step-by-step process for doing cost justifications * Methods for turning Help Desk interactions into marketing opportunities Visit our Web site at www.wiley.com/compbooks/
Author: Sanjay Nair Publisher: IT Governance Ltd ISBN: 1787782379 Category : Computers Languages : en Pages : 102
Book Description
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.
Author: Tyler Regas Publisher: John Wiley & Sons ISBN: 1119018986 Category : Computers Languages : en Pages : 288
Book Description
Stand out in one of IT's fastest growing job markets If you're looking for a job in IT, the help desk is the heart and soul of most IT operations, and an excellent starting point for a promising career. With the help of Getting an IT Help Desk Job For Dummies, you'll gain the knowledge and know-how to cut through the confusion of navigating the Information Technology job market. IT can be intimidating to hopeful-yet-inexperienced job candidates, but this guide will help you find and land the job of your dreams. Through easy-to-follow explanations, authoritative information, and a bit of humor, Getting an IT Help Desk Job For Dummies serves as your thorough and approachable guide to maximizing your competitive edge in this booming market. The IT job market has continued to expand as technology matures and deepens its roots in business operations. This is good news for you! However, it makes it that much harder to get a job in IT, as recent grads and other professionals are practically stampeding to get their feet in the door of this rapidly expanding industry. Luckily, Getting an IT Help Desk Job For Dummies gives you an advantage by providing expert instruction on how to score an interview and secure a job offer, the skills needed to obtain and maintain an IT position, and authoritative information on how to establish a career path in the IT field. Explore careers in the IT Help Desk field and establish the path you want to follow Plan for post-education certifications and training to make yourself more marketable Get expert guidance for creating a winning resume and cover letter Prepare for your IT Help Desk interview Loaded with simple, straight-forward advice, Getting an IT Help Desk Job For Dummies is your all-in-one guide to starting your IT career on the right foot!
Author: Darril Gibson Publisher: Pearson IT Certification ISBN: 0133571858 Category : Computers Languages : en Pages : 450
Book Description
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
Author: Mike Halsey Publisher: Apress ISBN: 1484251334 Category : Computers Languages : en Pages : 199
Book Description
Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and expensive, but it doesn't have to be with the right processes in place. Whether you're an individual, part of an IT support team, or managing staff supporting PC users in their homes, The IT Support Handbook will help you understand the right way to approach, troubleshoot, and isolate problems so they can be handled efficiently, with least disruption and cost to your business. You'll make yourself popular with your colleagues, and keep your customers and users happy and productive. What You'll LearnManage reporting, and keep a record of issues that occur Provide effective remote support for users away from home or working in another office Use error and system reporting in Windows to obtain high-quality, relevant information Spot patterns in user behavior that may be causing difficult-to-diagnose problems Be familiar with best practices to make you a better support professional Who This Book Is For IT professionals, IT support (on-site and remote), and system administrators who manage support teams. No prior knowledge is required.
Author: Fred Beisse Publisher: Cengage Learning ISBN: 9780495806493 Category : Computers Languages : en Pages : 592
Book Description
A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Author: Andrew Hiles, Hon FBCI, EIoSCM Publisher: Rothstein Publishing ISBN: 1944480064 Category : Business & Economics Languages : en Pages : 271
Book Description
This volume came about as a result of the authors’ own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization. Delegates frequently ask us: “What is the best Help Desk software package?” or “What is the best way to set up a Help Desk?” Our only response has to be “Best for whom? It all depends.” A key objective of this book is to show how and why “It all depends” and to provide readers with the best possible information on which to understand and evaluate options and to select the best - for them. If there is one thing we have learned over the last years, it is this: Good service has no history. Bad service has infinite history. Based on extensive feedback from delegates from most of the Fortune 1,000 companies who have attended courses presented through Frost & Sullivan (Europe), AIC (South Africa), Monadnock (UK), The Infomatics Resource Centre (UK), IIR (UK), Digital Equipment (UK), Logtel (South America), CEL (Asia Pacific), UPMOCL (Middle East), Finborough Seminars, as well as delegates of in-company training for organizations like Dow Europe (Switzerland), The Intervention Board, BP, Shell International Petroleum, Logica (UK), Arthur Andersen (UK), Rolls Royce (UK), Global One (Germany and USA), Caterpillar (Switzerland), GAK (Netherlands), European Commission (Belgium), Transnet (South Africa), Sun Valley (UK), Nikon Precision (UK).
Author: Mark Edward Soper Publisher: Que Publishing ISBN: 0133858219 Category : Computers Languages : en Pages : 697
Book Description
A Do-It-Yourself Guide To Troubleshooting and Repairing Your EASY, comprehensive technology troubleshooter! PCs, smartphones, tablets, networks, cameras, home theater and more—all in one book! We all use technology—and we all have problems with it. Don’t get frustrated... and don’t waste money on costly repair or support calls! Solve the problems yourself, with the one guide that makes it easy: The PC and Gadget Help Desk. Using clear pictures, handy “symptom tables,” and easy-to-use flowcharts, Mark Edward Soper walks you step-by-step through identifying, solving, and preventinghundreds of today’s most aggravating tech problems. Soper covers all your major platforms: iPhones, iPads, Android devices, Windows systems, and more. He even helps you fix the weird problems that happen when you use them together! Regain lost Internet access and fix broken Wi-Fi connections Solve problems with viewing and sharing media or other files Track down power problems wherever they arise Troubleshoot printing problems and print from smartphones or tablets Fix missing video or audio on your HDTV or home theater system Get syncing working right on your Apple or Android device Improve your PC’s 3D gaming performance Identify and replace flaky memory chips Prevent overheating that can damage your equipment Solve common problems with digital cameras and DV camcorders Troubleshoot iOS or Android antennas, updates, screens, and connectivity Get FaceTime working right on your iPhone or iPad Troubleshoot eReaders and display your eBooks on additional devices Sensibly decide whether to upgrade, repair, or replace Mark Edward Soper has spent 30 years as an instructor and corporate trainer, helping thousands of people work more happily with personal technology. He is the author of PC Help Desk in a Book, and is the co-author of Leo Laporte’s PC Help Desk, as well as more than 25 other books on Windows, digital imaging, networking, the Internet, IT certification, and computer troubleshooting. Soper is a CompTIA A+ Certified computer technician and Microsoft Certified Professional. BONUS ONLINE VIDEOS: Includes access to free, studio-quality how-to videos that make troubleshooting and repair even easier!
Author: Noel Bruton
Author: Barbara Czegel
Author: Sanjay Nair
Author: Ron Muns
Author: Tyler Regas
Author: Darril Gibson
Author: Mike Halsey
Author: Fred Beisse
Author: Andrew Hiles, Hon FBCI, EIoSCM
Author: Mark Edward Soper