Synopsis
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.
"synopsis" may belong to another edition of this title.
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.
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A Guide to Help Desk Concepts
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A Guide to Help Desk Concepts
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Course Technology Inc 29/11/1998, 1998
ISBN 10: 0760071500
ISBN 13: 9780760071502
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