a guide to customer service skills for the service desk professional

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A Guide To Customer Service Skills For The Service Desk Professional

Author : Donna Knapp
ISBN : 9781285063584
Genre : Computers
File Size : 40. 37 MB
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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 Customer Service Skills For The Help Desk Professional

Author : Donna Knapp
ISBN : PSU:000054213814
Genre : Business & Economics
File Size : 75. 88 MB
Format : PDF
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This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.

A Guide To Service Desk Concepts

Author : Donna Knapp
ISBN : 9780324785067
Genre : Computers
File Size : 76. 66 MB
Format : PDF, ePub, Docs
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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.

A Guide To Help Desk Concepts

Author : Donna Knapp
ISBN : PSU:000053354143
Genre : Computers
File Size : 56. 92 MB
Format : PDF, ePub, Docs
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The second edition of Donna Knapp’s highly successful first edition introduces service concepts, skill sets, career paths, and operations of the help desk industry. The author's expertise provides strong real-world computer support examples and case studies.

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

Author : Fred Beisse
ISBN : 9781133187820
Genre : Computers
File Size : 57. 40 MB
Format : PDF, ePub
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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, 5E. 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, 5E 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.

Itil Foundation Exam Study Guide

Author : Liz Gallacher
ISBN : 9781119943648
Genre : Computers
File Size : 71. 98 MB
Format : PDF, ePub
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Everything you need to prepare for the ITIL exam – Accredited to 2011 syllabus The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification for IT service management. This essential resource is a complete guide to preparing for the ITIL Foundation exam and includes everything you need for success. Organized around the ITIL Foundation (2011) syllabus, the study guide addresses the ITIL Service Lifecycles, the ITIL processes, roles, and functions, and also thoroughly explains how the Service Lifecycle provides effective and efficient IT services. Offers an introduction to IT service management and ITIL V3 service strategy Highlights the topics of service design and development and the service management processes Reviews the building, testing, authorizing, documenting, and implementation of new and changed services into operation Addresses creating and maintaining value for customers through monitoring and improving services, processes, and technology Download valuable study tools including practice exams, flashcards, a glossary of key terms and more. If you prefer self-study over the more expensive training course, but you don't want to skimp on information or preparation, then this study guide is for you.

The Itsm Process Design Guide

Author : Donna Knapp
ISBN : 9781604270495
Genre : Business & Economics
File Size : 87. 11 MB
Format : PDF, Docs
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The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.

How To Manage The It Helpdesk

Author : Noel Bruton
ISBN : 9780750649018
Genre : Business & Economics
File Size : 80. 96 MB
Format : PDF, ePub, Docs
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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.

Working At A Small To Medium Business Or Isp Ccna Discovery Learning Guide

Author : Allan Reid
ISBN : 013287735X
Genre : Computers
File Size : 47. 66 MB
Format : PDF
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Working at a Small-to-Medium Business or ISP CCNA Discovery Learning Guide Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide is the official supplemental textbook for the Working at a Small-to-Medium Business or ISP course in the Cisco® Networking Academy® CCNA® Discovery curriculum version 4.1. The course, the second of four in the new curriculum, teaches networking concepts by applying them to a type of network you might encounter on the job in a small-to-medium business or ISP. After successfully completing the first two courses in the CCNA Discovery curriculum, you can choose to complete the CCENT® (Cisco Certified Entry Network Technician) certification exam, which would certify that you have developed the practical skills required for entry-level networking support positions and have an aptitude and competence for working with Cisco routers, switches, and Cisco IOS® Software. The Learning Guide, written and edited by instructors, is designed as a portable desk reference to use anytime, anywhere to reinforce the material from the course and organize your time. In addition, the book includes expanded coverage of CCENT/CCNA exam topics. The book’s features help you focus on important concepts to succeed in this course: Chapter Objectives—Review core concepts by answering the focus questions listed at the beginning of each chapter. Key Terms—Refer to the lists of networking vocabulary introduced and highlighted in context in each chapter. The Glossary defines each key term. Summary of Activities and Labs—Maximize your study time with this complete list of all associated exercises at the end of each chapter. Check Your Understanding—Evaluate your readiness with the end-of-chapter questions that match the style of questions you see in the online course quizzes. The answer key explains each answer. Challenge Questions and Activities—Apply a deeper understanding of the concepts with these challenging end-of-chapter questions and activities. The answer key explains each answer. Hands-on Labs—Master the practical, hands-on skills of the course by performing all the tasks in the course labs and additional challenge labs included in Part II of the Learning Guide. Allan Reid is the curriculum lead for CCNA and a CCNA and CCNP® instructor at the Centennial College CATC in Toronto, Canada. Jim Lorenz is an instructor and curriculum developer for the Cisco Networking Academy. How To—Look for this icon to study the steps you need to learn to perform certain tasks. Interactive Activities—Reinforce your understanding of topics with more than 30 different exercises from the online course identified through-out the book with this icon. The files for these activities are on the accompanying CD-ROM. Packet Tracer Activities— Explore and visualize networking concepts using Packet Tracer exercises interspersed throughout most chapters. The files for these activities are on the accompanying CD-ROM. Packet Tracer v4.1 software developed by Cisco is available separately. Hands-on Labs—Master the practical, hands-on skills of the course by working through all 42 course labs and 3 additional labs included in this book. The labs are an integral part of the CCNA Discovery curriculum; review the core text and the lab material to prepare for all your exams. Companion CD-ROM **See instructions within the ebook on how to get access to the files from the CD-ROM that accompanies this print book.** The CD-ROM includes Interactive Activities Packet Tracer Activity Files CCENT Study Guides IT Career Information Taking Notes Lifelong Learning

Itil Practitioner Support And Restore Ipsr All In One Help Desk Exam Guide And Certification Work Book Define Implement Manage And Review Service Support With Service Desk Incident Management And Problem Management

Author : Gerard Blokdijk
ISBN : 9781921523113
Genre : Business & Economics
File Size : 58. 22 MB
Format : PDF, ePub
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Fully revised for the latest exam release, this authoritative volume offers thorough coverage of all the material on the IPSR exam. Written by a renowned IT Service Management expert and ITIL Manager, this guide features complete details on all exam domains. Inside, you'll find learning objectives at the beginning of each chapter, exam tips, practice questions, and in-depth explanations. IPSR All-in-One Exam Guide, will not only help you pass the test, but also be your essential on-the-job reference. IT Service Management Practitioner: Support and Restore (based on ITIL®) covers the essential planning, monitoring and optimizing skills required to qualify as a professional who specializes in the Support and Restore processes. It covers the Service Desk and Incident Management and Problem Management processes. IT Service Management Practitioner: Support and Restore (based on ITIL®) is aimed at professionals who will participate in managing, organizing and optimizing processes in an IT service organization which has implemented, or started to implement, ITIL®-based Support and Restore processes. This comprehensive resource is a "must read" for those aspiring to be IPSR certified.

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