This book 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.
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Book Description
Editorial Reviews
From the Publisher
Provides real-world computer support examples, case studies, and exercises throughout. Details the four integrated components of a successful Help Desk: people, processes, technology, and information, in separate chapters. Written by a leading Help Desk consultant and trainer, former Help Desk support engineer, service engineer, and service manager. Covers Customer Relationship Management initiatives, remote support, use of Web-based technologies, skills needed to communicate via the Web, and telephony advances. Focuses on personal workspace setup, demonstrating how readers can arrange a comfortable workspace and improve their performance and success.
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Most Helpful Customer Reviews
0 of 3 people found the following review helpful:
5.0 out of 5 stars
Great service and good book,
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This review is from: A Guide to Service Desk Concepts (Paperback)
I got the book at a great price. The book is brand new, and arrived in much less time than expected. I'm very happy with the service I received from LouisvilleTextBooks09.
3 of 12 people found the following review helpful:
4.0 out of 5 stars
4 Starts,
A Kid's Review
This review is from: A Guide to Help Desk Concepts (Paperback)
I would recommend this book to all Help Desk and Support Managers. This book helped me a lot in my daily Help Desk operations and give me good ideas for improvements.
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