Synopses & Reviews
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
Designed specifically for beginning users, this book introduces readers to the service concepts, skill sets, career path and operation of the Help Desk industry.
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
Donna Knapp has over twenty five years experience in the Information Technology industry and is a recognized expert in the areas of Service Desk and IT Service Management. Donna is currently working with ITSM Academy and serves as its Curriculum Development Manager. She holds the ITIL? Service Manager and ITIL? Expert certifications and sits on the ITIL? V3 International Examination Panel. She also holds the ISO/IEC 20000 Consultants certification and is a Certified Process Design Engineer (CPDE)?. Donna is the author of two college textbooks, A Guide to Service Desk Concepts and A Guide to Customer Service Skills for the Service Desk Professional, and has authored several successful seminars including Achieving High Customer Satisfaction: Customer Service Skills for Service Desk Professionals.
Table of Contents
1. Introduction to Help Desk Concepts 2. Help Desk Operations 3. The People Component: Help Desk Roles and Responsibilities 4. The Process Component: Help Desk Processes and Procedures 5. The Technology Component: Help Desk Tools and Technologies 6. The Information Component: Help Desk Performance Measures 7. The Help Desk Setting 8. Customer Support as a Profession Appendix A: Job Descriptions for the Help Desk Appendix B: Help Desk Resources