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Designed specifically for a first course in any help desk or user support curriculum, this book introduces readers to the service concepts, skill sets, career paths, and operations of the help desk industry. This is one of the first books to present help desk concepts from an educational perspective and provide an overview of the help desk for individuals interested in pursuing a career in customer support. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager. The author's expertise provides strong real-world computer support examples, case studies, and exercises throughout the book.
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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.About the Author:
An experienced IT professional with more than 30 years in the industry as a practitioner, consultant, and trainer, Donna Knapp currently works as Curriculum Development Manager for ITSM Academy, a full-service provider of IT Service Management education. Ms. Knapp is an ITIL Expert, a Certified Process Design Engineer, a Certified ISO/IEC 2000 Consultant/Manager, a Certified Scrum Master, and she is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including "Achieving Customer Service Excellence for Service Desk Professionals" and "ITIL at the Service Desk."
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Book Description Course Technology, Boston, MA, 2003. Softcover. Condition: New. 2nd Edition. Book Is New, Excellent condition. Quantity Available: 1. ISBN: 0619159464. ISBN/EAN: 9780619159467. Pictures of this item not already displayed here available upon request. Inventory No: 1560788775. Seller Inventory # 1560788775
Book Description Course Technology, 2003. Paperback. Condition: New. 2. Seller Inventory # DADAX0619159464
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Book Description Course Technology, 2003. Condition: New. book. Seller Inventory # M0619159464
Book Description Course Technology Ptr, 2003. Paperback. Condition: Brand New. 2nd edition. 368 pages. 9.25x7.50x0.75 inches. In Stock. Seller Inventory # 0619159464
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Book Description Course Tech, 2003. Paperback. Condition: New. Seller Inventory # KSK-9780619159467