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 : 71. 60 MB
Format : PDF, ePub, Mobi
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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 For Help Desk Support Specialists

Author : Fred Beisse
ISBN : UOM:39015050760621
Genre : Computer programming
File Size : 49. 42 MB
Format : PDF
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This book provides an overview of the knowledge, skills, and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, this titles emphasizes problem-solving and communication skills in addition to technical coverage. Using creative Hands-On exercises and Case Projects, users apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for today's team-oriented work environment.

A Guide To Computer User Support For Help Desk And Support Specialists A Guide To Help Desk Technology Tools And Tec

Author : Fred Beisse
ISBN : 1418893781
Genre :
File Size : 46. 78 MB
Format : PDF
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A Guide To Computer User Support

Author : Fred Beisse
ISBN : 0760070016
Genre : Computer programming
File Size : 85. 33 MB
Format : PDF, Mobi
Download : 185
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Developed with the input of industry advisors, this book emphasizes problem-solving and communications skills in addition to technical coverage.

How To Manage The It Helpdesk

Author : Noel Bruton
ISBN : 9780750649018
Genre : Business & Economics
File Size : 20. 34 MB
Format : PDF, Kindle
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Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk New topics include: - Lines of support - The rise of the call center - Knowledge bases - The Intranet - The Internet - The external helpdesk - Backlog management - Industry standards - Calculating headcountReflects technological advancements in software and the Internet Covers new ways of working: teleworking; virtual offices; keeping staff and customers connected through corporate networks from remote locations.

A Guide To Service Desk Concepts

Author : Donna Knapp
ISBN : 9780324785067
Genre : Computers
File Size : 83. 58 MB
Format : PDF, ePub
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A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively. In this edition, the author also includes references to ITIL V3 best practices, leading quality and IT service management frameworks and standards, up-to-date research, trends, case studies and resources, and the latest information regarding the role of outsourcing and certification in the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Help Desk 100 Success Secrets Helpdesk Need To Know Topics Covering Help Desk Jobs Help Desk Software Computer Help Desk Help Desk Support Helpdesk Jobs It Help Desk And Much More

Author : Gerard Blokdijk
ISBN : 9780980459982
Genre : Computers
File Size : 52. 68 MB
Format : PDF, ePub
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There has never been a Help Desk manual like this. 100 Success Secrets is not about the ins and outs of the Help Desk. Instead, it answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print: . This book is also not about a Help Desk's best practice and standards details. Instead it introduces everything you want to know to be successful with and in a Help Desk: Advantages That Help Desk LAN Analysts, PC Technicians Can Do For Your Business, An Introduction to the Listening Processes Help Desk Program, Another Name for Desk Help Software, Applying Helpdesk Applications, Being a Helpdesk Supervisor, Benefits of Software Help Desk, Computer Call Center Help Desk Coping With the Demands of the Call Center Generation, Computer Help Desk in a Call Center Environment, Customer Service Help Desk - Pointers to Delivering World Class Customer Service, Defining Help Desk Customer Service, Delivering Solutions Through Microsoft Helpdesk Remote Assistance, Do I Need a Help Desk PC Technician?, Do I Qualify as a Call Center Help Desk Agent?, Do I Qualify as a Help Desk Administrator?, Each Level of Support Help Desk Procedures, Entry-Level Helpdesk Computer: The Answer For Small Businesses!, Frontline Defense: The Helpdesk Representative, Gain Entry to the IT World Through the Entry-Level in a Junior Level Help Desk Support Position, Get Access From Your Computer Administrator's Help Desk for Windows / Unix, Good For Us, We Have Front Desk Help, the Heroic Front Liners., Help Desk Analyst, Not Your Typical Customer Service Agent, Help Desk Computer Operations Officers Working Their Way in Securing Company Premises, Help Desk Coordinators: What They Can do for You and Your Business, Help Desk Engineer, A Career Worth Eyeing For, Help Desk Exceeding Customer Expectations, Help Desk Guides to Web Design Computer Programmers, Help Desk Jobs, Exciting Yet Challenging, Help Desk Managers Making a Difference for Their People, Help Desk PC Support to Answer Your Needs, Help Desk Receptionist: More than Just a Clerical Job, Help Desk Software Applications Tools for Excellent Customer Service, Help Desk Tech, Billing, Registrations, Retention and Telemarketing Working Together as a Team, Help Desk Technician - The Company's Main Man (or Woman), Help Desk: How to Troubleshoot With Your Client, Helpdesk: You Are a Specialist in Customer Support, Hewlett Packard Comes Out With HP Help Desk Services, Hewlett Packard Help Desk Facility, How Companies Provide Help Desk Remedies for Stressed-Out Agents, How Does a Help Desk PC Call Center Handle Angry Callers?, How to Prepare for a Career as a Computer Network Help Desk Technician, Importance of a Help Desk, IT Help Desk In-synch with Today's Technology, Let the Help Desk Support Consultant / Analyst do the Work, Need for a Help Desk Solution, PC Helpdesk: Computer Desktop Knowledge 101, PC Technician Help Desk Does Wonders, Reasons Why You Need Help Desk Applications in Your Company, Reasons Why Your Business Needs Desktop Support and Help Desk Administration, Relieving Help Desks of Help Desk Security Burdens, Relieving Stress for PC Help Desk Support Staff, Requirements to Become a Computer Help Desk Technician, Role of the Help Desk Desktop 3rd Level, Solutions for Computer IT Hardware, Technical and Accounts Services - Most Common Types of Help Desk Support, Technical Support Help Desk Troubleshooting Internet Connection Issues, Techniques on How to Handle Computer Help Desk Issues, Thanks for Help Desk Tech Support, The Basics About the Online Help Desk, The Benefits Derived From Teaching Help Desk Staff, The Benefits of Free Help Desk Support Software, The Downside of Working as a Help Desk Assistant, and much more

Career Guide To Industries 2006 07

Author :
ISBN : 0160877504
Genre : Corporations
File Size : 43. 43 MB
Format : PDF, ePub
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Effective Help Desk Specialist Skills

Author : Darril Gibson
ISBN : 9780133571851
Genre : Computers
File Size : 46. 49 MB
Format : PDF
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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

Creative Economics

Author : Donna McNeill
ISBN : 9781483633749
Genre : Business & Economics
File Size : 85. 35 MB
Format : PDF, ePub, Mobi
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CREATIVE ECONOMICS: Your Guide to Creative Opportunities is a book that contains fresh, exciting, and creative ideas to fields that are already familiar to you. It's hard enough to break into a business when you have so many people already doing what you want to do. Creative Economics allows you to enter an unsaturated market and begin to earn money doing what everyone else is not doing. Join the Revolution!

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