Introduction to Help Desk Concepts and Skills

Essential IT Skills for On-the-Job Success Mike Meyers, one of the premier computer and network skills trainers, has developed a learning system designed to teach key IT principles in an easy-to-understand style that will prepare you for an IT career. His proven ability to explain concepts in a clear, direct way makes these books interesting, motivational, and fun. Inside this book, you will learn to: Identify the components of a successful help desk Understand the six steps required to process a call Accurately document calls Determine the root cause of a problem and evaluate possible solutions Understand how computer telephony integration (CTI) functions Use performance management methods Integrate asset management and security policies with technical support Learn effective communication skills to deal with a variety of situations and users CD-ROM features: Learning edition of HelpSTAR software for hands-on experience with Help Desk best practices Audio recordings of sample Help Desk calls that demonstrate communication techniques Each chapter includes: Learning Objectives Reading Check Exercises and Sample Scripts Chapter Summaries and Key Term Lists End-of-Chapter Quizzes, Projects, and Case Studies Skill Focus Sidebars Featuring Help Desk Trends, Careers, and ConceptsSanderson, Susan is the author of 'Introduction to Help Desk Concepts and Skills', published 2003 under ISBN 9780078216770 and ISBN 007821677X.