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Bibliographic Details

Title: A Guide to Help Desk Concepts
Publisher: Course Technology Inc 29/11/1998
Publication Date: 1998
Language: English
ISBN 10: 0760071500
ISBN 13: 9780760071502
Condition: Very Good

About this title

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.

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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WRAP Ltd
Unit 4,, 119 Loverock Road, Reading, RG30 1DZ, United Kingdom

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