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Editorial Reviews
Product Description
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.
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.
See all Editorial Reviews
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.
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.
See all Editorial Reviews
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