Introduction to Help Desk Concepts and Skills [Paperback]

Susan Sanderson (Author)

Book Description

ISBN-10: 007821677X | ISBN-13: 978-0078216770 | Publication Date: September 17, 2003 | Edition: 1

"Introduction to Help Desk Skills and Concepts" is designed to teach students: the importance and benefits of measuring the delivery of customer support; how to create positive interactions with customers; how to identify customer needs; how to meet customer expectations; how to deal effectively with a variety of customer situations; how to work with unrealistic or angry customers; how to gain satisfied customers through better listening; and how to use basic tools and technologies used in the customer support industry.

Editorial Reviews

From the Back Cover

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 Concepts

Product Details

• Paperback: 464 pages
• Publisher: Career Education; 1 edition (September 17, 2003)
• Language: English
• ISBN-10: 007821677X
• ISBN-13: 978-0078216770
• Product Dimensions: 10.8 x 8.4 x 0.7 inches
• Shipping Weight: 1.8 pounds (View shipping rates and policies)
• Average Customer Review: 3.8 out of 5 stars  See all reviews (6 customer reviews)
• Amazon Best Sellers Rank: #181,593 in Books (See Top 100 in Books)
  • #9 in Books > Computers & Technology > Business & Culture > Technical Support
  • #95 in Books > Business & Investing > Management & Leadership > Operations Research

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Customer Reviews

Most Helpful Customer Reviews

7 of 7 people found the following review helpful:

5.0 out of 5 stars If you run a helpdesk then you need this for your employees., November 21, 2003

By 

Michael J Woznicki "Michael J Woznicki" (Holland, MA USA) - See all my reviews
(HALL OF FAME REVIEWER)    (REAL NAME)   

This review is from: Introduction to Help Desk Concepts and Skills (Paperback)

One of the hardest things to learn in the IT industry is how to deal with customers. Learning good skills is often an ongoing process. Learning how to communicate ideas and concepts can often be very difficult.

Having run 2 help desks I know that good agents are hard to find. Susan Sanderson has put together one of the few book on help desk that take it from the beginning and give you information that will help in everyday life. I have already found several things in here that I can use in the classes I teach as well as the customers I visit.

There are 10 chapters and each one builds on each other. You have practice labs and even review questions. This book can be used as a self paced course or in the formal classroom setting.

One of the things I liked best was the cd that is included; this cd has Help Desk Software included for practice. The big plus of the cd is the sample recording of actual calls so that you can hear what the customers is saying and learn several techniques for communicating and listening.

Overall this book is very helpful and seems to have just about everything included.

5 of 5 people found the following review helpful:

5.0 out of 5 stars Good Content and Relevant Information, October 21, 2003

By 

"desk220" - See all my reviews

This review is from: Introduction to Help Desk Concepts and Skills (Paperback)

I'm in the process of setting up a 10 person help desk. I found this book thorough and comperehensive in introducing me to many of the concepts required to plan, set up, and run a help desk. The enclosed software (HelpSTAR) and exercises as well as help desk simulation are well thought out.

The book is positioned as a college-level text, but I found it practical for my own self learning.

5 of 5 people found the following review helpful:

5.0 out of 5 stars Practical Help Desk implementation, October 15, 2003

By 

"srcemm" (Ohio) - See all my reviews

This review is from: Introduction to Help Desk Concepts and Skills (Paperback)

This Book is ideally suited to those looking for guidance on the concepts and skills required for the setup and implementation of a World Class Help Desk.

Along the way, you get in-depth analysis and exercises, giving you a balanced insight into the way a Help Desk should be set up, and operated, providing both the End-Users, and Employees of the Help Desk with the best of both worlds.

Also, there are numerous examples of ways to both run the help desk itself, and the management of it's personnel, but particularly useful are the audio examples of a number of typical situations the Help Desk Staff can find themselves dealing with.

The book wraps up with a useful simulation including help desk software to give you hands-on practice in solving problems.