Donna Knapp A Guide to Help Desk Concepts

ISBN 13: 9780760071502

A Guide to Help Desk Concepts

3 avg rating
( 1 ratings by Goodreads )
 
9780760071502: A Guide to Help Desk Concepts
View all copies of this ISBN edition:
 
 

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.

"synopsis" may belong to another edition of this title.

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.

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."

"About this title" may belong to another edition of this title.

Other Popular Editions of the Same Title

9780619159467: A Guide to Help Desk Concepts, Second Edition

Featured Edition

ISBN 10:  0619159464 ISBN 13:  9780619159467
Publisher: Course Technology, 2003
Softcover

9780324785067: A Guide to Service Desk Concepts (Help Desk)

Course..., 2009
Softcover

Top Search Results from the AbeBooks Marketplace

1.

Knapp, Donna
Published by Course Technology 1998-10-30 (1998)
ISBN 10: 0760071500 ISBN 13: 9780760071502
New PAPERBACK Quantity Available: 1
Seller:
The Book Cellar, LLC
(Nashua, NH, U.S.A.)
Rating
[?]

Book Description Course Technology 1998-10-30, 1998. PAPERBACK. Condition: New. 0760071500 BRAND NEW. Over 1,000,000 satisfied customers since 1997! We ship daily M-F. Choose expedited shipping (if available) for much faster delivery. Delivery confirmation on all US orders. Seller Inventory # Z0760071500ZN

More information about this seller | Contact this seller

Buy New
US$ 3.00
Convert currency

Add to Basket

Shipping: US$ 4.00
Within U.S.A.
Destination, rates & speeds

2.

Donna Knapp
Published by Course Technology (1998)
ISBN 10: 0760071500 ISBN 13: 9780760071502
New Paperback Quantity Available: 1
Seller:
Ergodebooks
(RICHMOND, TX, U.S.A.)
Rating
[?]

Book Description Course Technology, 1998. Paperback. Condition: New. 1. Seller Inventory # DADAX0760071500

More information about this seller | Contact this seller

Buy New
US$ 30.81
Convert currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, rates & speeds

3.

Donna Knapp
ISBN 10: 0760071500 ISBN 13: 9780760071502
New Quantity Available: 1
Seller:
BennettBooksLtd
(San Diego, CA, U.S.A.)
Rating
[?]

Book Description Condition: New. New. Seller Inventory # STRM-0760071500

More information about this seller | Contact this seller

Buy New
US$ 80.03
Convert currency

Add to Basket

Shipping: US$ 4.95
Within U.S.A.
Destination, rates & speeds