INTRODUCTION ................................................................................................................................................................1
Organization of the Text ......................................................................................................................................1
Key Pedagogical Features .................................................................................................................................2
A Brief Word on Mind Mapping .......................................................................................................................3
Conclusion .................................................................................................................................................................5
CHAPTER 1 Introduction to Help Desk Support Roles ..............................................................................6
Chapter Outline .......................................................................................................................................................7
Objectives ...................................................................................................................................................................7
Key Terms ...................................................................................................................................................................7
Understanding the Support Center ...............................................................................................................8
A Little History .................................................................................................................................................8
The Evolution of the Support Center ......................................................................................................9
Understanding an Incident and Incident Management .................................................................10
The Role of the Support Center .............................................................................................................10
IT Tiers within an Organization ...............................................................................................................12
The Role of the Help Desk Professional ...................................................................................................14
First Line of Support for Users ...............................................................................................................14
Assessing Problems and Identifying Solutions ................................................................................14
Recognizing Required Skillsets ..............................................................................................................15
Understanding Users ..........................................................................................................................................19
User Categories ............................................................................................................................................19
Services Provided to Users ......................................................................................................................21
Typical Incident Process ...................................................................................................................................23
Steps in a Typical Incident Process ......................................................................................................23
Tracking Incidents ........................................................................................................................................31
Taking Ownership of Incidents ................................................................................................................33
Chapter Review Activities ................................................................................................................................35
Answer These Questions ..........................................................................................................................35
Answers and Explanations ..............................................................................................................................38
Define the Key Terms ..................................................................................................................................40
List the Words Inside Acronyms .............................................................................................................40
Create Mind Maps .......................................................................................................................................41
Define Other Terms ......................................................................................................................................41
Case Studies ..................................................................................................................................................41
CHAPTER 2 Communication Skills .....................................................................................................................42
Chapter Outline .....................................................................................................................................................43
Objectives .................................................................................................................................................................43
Key Terms .................................................................................................................................................................43
Elements of Communication ..........................................................................................................................44
Verbal versus Non-Verbal Skills ..............................................................................................................45
Effective Questioning Skills ......................................................................................................................50
Active Listening Skills .................................................................................................................................52
Methods to Improve Customer Interactions ......................................................................................54
Recognizing Communication Barriers .......................................................................................................59
Filters ................................................................................................................................................................60
Previous Contact ..........................................................................................................................................62
Cultural Sensitivity .......................................................................................................................................63
Comparing Different Communication Methods ....................................................................................64
In-Person .........................................................................................................................................................64
Telephone ........................................................................................................................................................64
Text-Only Communications ......................................................................................................................65
Handling Difficult Situations............................................................................................................................66
Expect the Best ............................................................................................................................................67
Common Situations .....................................................................................................................................68
Handling Conflict ..........................................................................................................................................70
Defusing Incidents .......................................................................................................................................71
When to Escalate .........................................................................................................................................71
Chapter Review Activities ................................................................................................................................73
Answer These Questions ..........................................................................................................................73
Answers and Explanations ..............................................................................................................................76
Define the Key Terms ..................................................................................................................................78
List the Words Inside Acronyms .............................................................................................................78
Create Mind Maps .......................................................................................................................................78
Case Studies ..................................................................................................................................................79
CHAPTER 3 Personal Skills ...................................................................................................................................80
Chapter Outline .....................................................................................................................................................81
Objectives .................................................................................................................................................................81
Key Terms .................................................................................................................................................................81
Recognizing the Value of Attitude ................................................................................................................82
Positive Attitude ............................................................................................................................................82
Attitude versus Aptitude ............................................................................................................................84
Service Attitude .............................................................................................................................................86
Problem Ownership .....................................................................................................................................87
Managing Stress ...................................................................................................................................................88
Distress vs. Eustress ...................................................................................................................................89
Stress and Adrenaline ................................................................................................................................90
General Adaptation Syndrome ................................................................................................................91
Effects of Distress ........................................................................................................................................92
Recognizing Burnout ..................................................................................................................................93
Identifying Stressors ...................................................................................................................................97
Managing Stress ...........................................................................................................................................98
Managing Your Time ...........................................................................................................................................99
Document, Document, Document ......................................................................................................100
Manage Priorities ......................................................................................................................................100
Give Yourself More Time ........................................................................................................................102
Managing Your Career ....................................................................................................................................102
Career Paths ...............................................................................................................................................103
Certifications ...............................................................................................................................................104
Chapter Review Activities .............................................................................................................................107
Answer These Questions .......................................................................................................................107
Answers and Explanations ...........................................................................................................................110
Define the Key Terms ...............................................................................................................................112
Create Mind Maps ....................................................................................................................................112
Case Studies ...............................................................................................................................................112
CHAPTER 4 Technical Skills ...............................................................................................................................114
Chapter Outline ..................................................................................................................................................115
Objectives ..............................................................................................................................................................115
Key Terms ..............................................................................................................................................................115
Working with Personal Computers ...........................................................................................................116
Reviewing PC Hardware .........................................................................................................................116
Understanding Firmware ........................................................................................................................127
Understanding PC Operating Systems ............................................................................................129
Supporting Software Applications ......................................................................................................131
Working with Networks ..................................................................................................................................131
Introducing Protocols ..............................................................................................................................132
Understanding Common Network Components ..........................................................................133
Working with Mobile Devices ......................................................................................................................141
Comparing Operating Systems ...........................................................................................................142
Comparing App Stores ...........................................................................................................................143
Configuring Email ......................................................................................................................................143
Implementing Security on Mobile Devices ......................................................................................144
Comparing Landscape Modes to Portrait Modes ........................................................................145
Understanding the Product ..........................................................................................................................146
Getting Certified ........................................................................................................................................146
Continuous Learning ................................................................................................................................149
Chapter Review Activities .............................................................................................................................150
Answer These Questions .......................................................................................................................150
Answers and Explanations ...........................................................................................................................153
Define the Key Terms ...............................................................................................................................155
List the Words Inside Acronyms ..........................................................................................................155
Create Mind Maps ....................................................................................................................................156
Define Other Terms ...................................................................................................................................156
Case Studies ...............................................................................................................................................156
CHAPTER 5 Security Skills .................................................................................................................................158
Chapter Outline ..................................................................................................................................................159
Objectives ..............................................................................................................................................................159
Key Terms ..............................................................................................................................................................159
Protecting IT Resources ................................................................................................................................160
Introducing the Security Triad ..............................................................................................................161
Protecting Confidentiality .......................................................................................................................161
Protecting Integrity ...................................................................................................................................163
Protecting Availability ..............................................................................................................................164
Understanding Malware .................................................................................................................................165
Replicating Malware .................................................................................................................................169
Recognizing Malware Symptoms .......................................................................................................171
Protecting Against Malware ..................................................................................................................172
Removing Malware ...................................................................................................................................173
Managing Risk ....................................................................................................................................................173
Recognizing Threats ................................................................................................................................176
Identifying Vulnerabilities ........................................................................................................................184
Implementing Security Controls ..........................................................................................................185
Chapter Review Activities .............................................................................................................................187
Answer These Questions .......................................................................................................................187
Answers and Explanations ...........................................................................................................................190
Define the Key Terms ...............................................................................................................................192
List the Words Inside Acronyms ..........................................................................................................192
Create Mind Maps ....................................................................................................................................193
Define Other Terms ...................................................................................................................................193
Case Studies ...............................................................................................................................................193
CHAPTER 6 Troubleshooting Skills ................................................................................................................194
Chapter Outline ..................................................................................................................................................195
Objectives ..............................................................................................................................................................195
Key Terms ..............................................................................................................................................................195
Recognizing Key Troubleshooting Steps ...............................................................................................196
Identifying the Problem ...........................................................................................................................197
Establishing a Theory of Probable Cause .......................................................................................199
Testing the Theory to Determine the Cause ...................................................................................199
Establishing a Plan of Action to Resolve the Problem ...............................................................203
Implementing the Solution or Escalating if Necessary ...............................................................203
Verifying Full System Functionality .....................................................................................................205
Documenting Findings, Actions, and Outcomes ..........................................................................206
Following Standard Operating Procedures (SOPs) ..........................................................................207
Using Troubleshooting Guides .............................................................................................................208
Using Software to Solve Incidents .....................................................................................................210
Understanding Problem-Solving Skills ...................................................................................................214
Critical Thinking Skills .............................................................................................................................214
Types of Thinking ......................................................................................................................................216
Making Decisions ......................................................................................................................................218
Chapter Review Activities .............................................................................................................................220
Answer These Questions .......................................................................................................................220
Answers and Explanations ...........................................................................................................................223
Define the Key Terms ...............................................................................................................................225
List the Words Inside Acronyms ..........................................................................................................225
Create Mind Maps ....................................................................................................................................225
Case Studies ...............................................................................................................................................225
CHAPTER 7 Writing Skills ....................................................................................................................................226
Chapter Outline ..................................................................................................................................................227
Objectives ..............................................................................................................................................................227
Key Terms ..............................................................................................................................................................227
Comparing Writing Styles ..............................................................................................................................228
Comparing Active Writing to Passive Writing ................................................................................230
Using Short Sections ...............................................................................................................................231
Using Stories and Analogies .................................................................................................................232
Avoiding Absolutes ...................................................................................................................................232
Using Pronouns .........................................................................................................................................233
Understanding Technical Writing...............................................................................................................233
Knowing Your Audience .........................................................................................................................234
Planning ........................................................................................................................................................234
Following the Process .............................................................................................................................235
Spelling Out Prerequisites .....................................................................................................................239
Writing for Customers .....................................................................................................................................240
Following the 3-30-30 Rule ...................................................................................................................241
Contributing to Web Pages ...................................................................................................................241
Creating FAQs ............................................................................................................................................242
Writing Tutorials .........................................................................................................................................243
Contributing to Brochures .....................................................................................................................246
Contributing to Newsletters ..................................................................................................................248
Writing White Papers ...............................................................................................................................248
Writing Technical Manuals .....................................................................................................................249
Writing for Internal Personnel .....................................................................................................................250
Comparing Internal Documents to External Documents ...........................................................250
Using a Knowledge Base .......................................................................................................................251
Documenting Incidents ...........................................................................................................................251
Chapter Review Activities .............................................................................................................................253
Answer These Questions .......................................................................................................................253
Answers and Explanations ...........................................................................................................................256
Define the Key Terms ...............................................................................................................................258
List the Words Inside Acronyms ..........................................................................................................258
Create Mind Maps ....................................................................................................................................258
Case Studies ...............................................................................................................................................258
CHAPTER 8 Training Skills ..................................................................................................................................260
Chapter Outline ..................................................................................................................................................261
Objectives ..............................................................................................................................................................261
Key Terms ..............................................................................................................................................................261
Effective Training Skills ..................................................................................................................................262
Attitude ..........................................................................................................................................................263
Skills and Techniques ..............................................................................................................................265
Understanding Your Subject Matter ..................................................................................................278
Steps Involved in Training .............................................................................................................................279
Understanding How People Learn .....................................................................................................279
Understanding Why Adults Learn .......................................................................................................280
Developing a Course ...............................................................................................................................281
Creating Training Materials ....................................................................................................................286
Delivering the Training .............................................................................................................................290
One-on-One Training vs. Group Training ...............................................................................................299
Training Computer Users .......................................................................................................................299
Training Help Desk Personnel ..............................................................................................................301
Chapter Review Activities .............................................................................................................................304
Answer These Questions .......................................................................................................................304
Answers and Explanations ...........................................................................................................................307
Define the Key Terms ...............................................................................................................................308
List the Words Inside Acronyms ..........................................................................................................309
Create Mind Maps ....................................................................................................................................309
Define Other Terms ...................................................................................................................................309
Case Studies ...............................................................................................................................................309
CHAPTER 9 Business Skills ...............................................................................................................................310
Chapter Outline ..................................................................................................................................................311
Objectives ..............................................................................................................................................................311
Key Terms ..............................................................................................................................................................311
Reviewing Core Business Skills .................................................................................................................312
Communicating Effectively in the Business ....................................................................................312
Writing Skills in the Business ...............................................................................................................313
Understanding Presentation Skills in the Business .....................................................................314
Solving Problems in the Business ......................................................................................................316
Working with Customers ........................................................................................................................318
Managing Projects in the Business ....................................................................................................318
Managing Conflict .....................................................................................................................................323
Maintaining Your Personal Appearance ...........................................................................................325
Shaping the Business ......................................................................................................................................326
Creating Vision Statements ...................................................................................................................327
Creating Mission Statements ...............................................................................................................328
Identifying Values ......................................................................................................................................329
Aligning the Business ......................................................................................................................................332
Governing IT ................................................................................................................................................333
Comparing a Cost Center to a Profit Center ..................................................................................333
Understanding ITIL ...........................................................................................................................................334
Defining an ITIL Service ..........................................................................................................................335
Tracking Services Through Their Lifecycle ......................................................................................335
Understanding ITIL Certifications .......................................................................................................336
Understanding ITIL Is Not All or Nothing .........................................................................................338
Understanding Service Level Agreements ......................................................................................339
Using Good Practices .............................................................................................................................340
Understanding the ITIL Service Desk ................................................................................................341
Comparing ITIL to ITL .............................................................................................................................341
Chapter Review Activities .............................................................................................................................343
Answer These Questions .......................................................................................................................343
Answers and Explanations ...........................................................................................................................346
Define the Key Terms ...............................................................................................................................348
List the Words Inside Acronyms ..........................................................................................................348
Create Mind Maps ....................................................................................................................................349
Define Other Terms ...................................................................................................................................349
Case Studies ...............................................................................................................................................349
CHAPTER 10 Calculating Help Desk Value ................................................................................................350
Chapter Outline ..................................................................................................................................................351
Objectives ..............................................................................................................................................................351
Key Terms ..............................................................................................................................................................351
Calculating Value with Performance Metrics ......................................................................................352
Measuring the Performance of Your Help Desk ............................................................................352
Analyzing Trends .......................................................................................................................................362
Capturing Statistics with Computer Telephony Integration ......................................................363
Comparing Intrinsic Motivation to Extrinsic Motivation .............................................................364
Identifying Help Desk Costs .........................................................................................................................367
Personnel Costs ........................................................................................................................................368
Hardware Costs .........................................................................................................................................368
Software Costs ...........................................................................................................................................368
Facility Costs ..............................................................................................................................................369
Overhead Costs .........................................................................................................................................370
Budgeting .....................................................................................................................................................370
Calculating Cost per Ticket ...................................................................................................................370
Creating a Cost Benefit Analysis (CBA) .................................................................................................372
Comparing Tangibles and Intangibles ...............................................................................................373
An Example CBA .......................................................................................................................................373
Calculating Return on Investment (ROI) ...........................................................................................377
Chapter Review Activities .............................................................................................................................379
Answer These Questions .......................................................................................................................379
Answers and Explanations ...........................................................................................................................382
Define the Key Terms ...............................................................................................................................383
List the Words Inside Acronyms ..........................................................................................................384
Create Mind Maps ....................................................................................................................................384
Define Other Terms ...................................................................................................................................384
Case Studies ...............................................................................................................................................384
APPENDIX ......................................................................................................................................................................386
GLOSSARY .....................................................................................................................................................................388
9780789752406, TOC, 10/7/2014