The Good, the Bad, and the Hungry Sale
 
 

Recently Viewed clear list


Original Essays | July 22, 2014

Nick Harkaway: IMG The Florist-Assassins



The three men lit up in my mind's eye, with footnotes. They were converging on me — and on the object I was carrying — in a way that had... Continue »
  1. $18.87 Sale Hardcover add to wish list

    Tigerman

    Nick Harkaway 9780385352413

spacer
Qualifying orders ship free.
$153.50
New Trade Paper
Ships in 1 to 3 days
Add to Wishlist
available for shipping or prepaid pickup only
Available for In-store Pickup
in 7 to 12 days
Qty Store Section
1 Remote Warehouse Internet- Information

More copies of this ISBN

This title in other editions

A Guide to Customer Service Skills for the Service Desk Professional

by

A Guide to Customer Service Skills for the Service Desk Professional Cover

 

Synopses & Reviews

Publisher Comments:

The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.

About the Author

Donna Knapp has more than thirty years of experience in the IT industry as a well-respected practitioner, sought-after consultant, and exceptional educator. She currently works with ITSM Academy as Curriculum Development Manager. Donna holds the ITIL Expert certification and is a member of the ITIL International Examination Panel. She is a Certified Process Design Engineer (CPDE) and is also certified in ISO/IEC 20000. Donna is the author of THE ITSM PROCESS DESIGN

Table of Contents

Chapter 1: Introduction to Service Desk Concepts. Chapter 2: Service Desk Operations. Chapter 3: The People Component: Service Desk Roles and Responsibilities. Chapter 4: The Process Component: Service Desk Processes and Procedures. Chapter 5: The Technology Component: Service Desk Tools and Technologies. Chapter 6: The Information Component: Service Desk Performance Measures. Chapter 7: The Service Desk Setting. Chapter 8: Customer Support as a Profession. Appendix A: Job Descriptions for the Service Desk. Appendix B: Service Desk Resources. Glossary. Index.

Product Details

ISBN:
9781285063584
Author:
Knapp, Donna
Publisher:
Cengage Learning
Subject:
Information technology
Subject:
Knapp
Subject:
Service Desk Professional
Subject:
Customer Service
Subject:
Internet-Information
Copyright:
Publication Date:
20140531
Binding:
TRADE PAPER
Language:
English
Pages:
448

Related Subjects

Business » High Tech Management
Business » Management
Computers and Internet » Database » Applications
Computers and Internet » Internet » Information
History and Social Science » World History » General

A Guide to Customer Service Skills for the Service Desk Professional New Trade Paper
0 stars - 0 reviews
$153.50 In Stock
Product details 448 pages Cengage Learning - English 9781285063584 Reviews:
spacer
spacer
  • back to top
Follow us on...




Powell's City of Books is an independent bookstore in Portland, Oregon, that fills a whole city block with more than a million new, used, and out of print books. Shop those shelves — plus literally millions more books, DVDs, and gifts — here at Powells.com.