a guide to computer user support for help desk and support specialists

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A Guide To Computer User Support For Help Desk And Support Specialists

Author : Fred Beisse
ISBN : 9781285852683
Genre : Computers
File Size : 23. 26 MB
Format : PDF, Kindle
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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, 6E. 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, 6E to reinforce the knowledge and skills your students need for success in today’s user-support positions. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

A Guide To Computer User Support

Author : Fred Beisse
ISBN : 0760070016
Genre : Computer programming
File Size : 45. 20 MB
Format : PDF, ePub, Docs
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Developed with the input of industry advisors, this book emphasizes problem-solving and communications skills in addition to technical coverage.

A Guide To Customer Service Skills For The Service Desk Professional

Author : Donna Knapp
ISBN : 9781285063584
Genre : Computers
File Size : 77. 60 MB
Format : PDF, ePub, Mobi
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A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction. Each chapter describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL vocabulary and concepts are reflected throughout the text. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

A Guide To Service Desk Concepts

Author : Donna Knapp
ISBN : 9781285063454
Genre : Computers
File Size : 67. 96 MB
Format : PDF, Kindle
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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.

Effective Help Desk Specialist Skills

Author : Darril Gibson
ISBN : 9780133571851
Genre : Computers
File Size : 31. 84 MB
Format : PDF, Docs
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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

Introduction To Help Desk Concepts And Skills

Author : Susan Sanderson
ISBN : 007821677X
Genre : Computers
File Size : 74. 21 MB
Format : PDF, Mobi
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New Perspectives Portfolio Projects For Soft Skills

Author : Beverly Amer
ISBN : 9781337119306
Genre : Computers
File Size : 72. 3 MB
Format : PDF, Kindle
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Now readers can develop the critical soft skills needed to thrive in academic pursuits, land a dream job, and flourish in the workplace with NEW PERSPECTIVES PORTFOLIO PROJECTS FOR SOFT SKILLS, 2E. By working through realistic case scenarios, readers gain hands on practice in creating and delivering dynamic presentations, managing their online personas, and communicating effectively using technology. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

A Guide To Managing Maintaining Your Pc

Author : Jean Andrews
ISBN : 9781133135081
Genre : Computers
File Size : 80. 15 MB
Format : PDF
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This step-by-step, highly visual text provides a comprehensive introduction to managing and maintaining computer hardware and software. Written by best-selling author and educator Jean Andrews, A+ GUIDE TO MANAGING AND MAINTAINING YOUR PC closely integrates the CompTIAA+ Exam objectives to prepare you for the 220-801 and 220-802 certification exams. The new Eighth Edition also features extensive updates to reflect current technology, techniques, and industry standards in the dynamic, fast-paced field of PC repair. Each chapter covers both core concepts and advanced topics, organizing material to facilitate practical application and encourage you to learn by doing. Supported by a wide range of supplemental resources to enhance learning—including innovative tools, interactive exercises and activities, and online study guides—this proven text offers an ideal way to prepare you for success as a professional PC repair technician. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Occupational Outlook Handbook 2009

Author : U. S. Department of Labor
ISBN : 9781602393202
Genre : Business & Economics
File Size : 78. 26 MB
Format : PDF, Docs
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A directory for up-and-coming jobs in the near-future employment market includes recommendations for finding or advancing a career and draws on statistics from the U.S. Department of Labor, in a guide that includes coverage of more than 250 occupations. Original.

Hands On Networking Fundamentals

Author : Michael Palmer
ISBN : 9781285402758
Genre : Computers
File Size : 31. 84 MB
Format : PDF, Mobi
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HANDS-ON-NETWORKING FUNDAMENTALS, Second Edition, helps readers learn network administration from the ground up. Designed to provide a solid foundation in essential concepts and methods, this detailed introduction requires no previous experience, covering all of the critical knowledge and skills information technology professionals need to work with network operating systems in a network administration environment. Like other textbooks in the Hands-On series, this highly practical guide features a variety of projects in every chapter, with activities integrated closely with core material to facilitate understanding, reinforce learning, and build essential skills at every step. Now thoroughly revised to reflect the latest advances in network technology, HANDS-ON-NETWORKING FUNDAMENTALS,Second Edition includes up-to-date coverage of key network operating systems, wireless and cellular networking, network protocols, and other important innovations in the field. Equally useful for students beginning to explore network administration and professionals preparing for certification, this book is a reliable, effective resource for networking success. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

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