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Guide To Customer Service Skills For The Service Desk Professional

by Donna Knapp

ISBN13: 9781285063584
ISBN10: 1285063589

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$238.50

New Trade Paperback

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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

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."

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.

Reading Group Guide

DEVELOPING, REENGINEERING, AND IMPROVING IT SERVICE MANAGEMENT, A GUIDE TO SERVICE DESK CONCEPTS, as well as A GUIDE TO CUSTOMER SERVICE SKILLS FOR SERVICE DESK PROFESSIONALS. She has developed a number of highly successful seminars, including "Achieving Customer Service Excellence for Service Desk Professionals" and "ITIL at the Service Desk."