Introduction to help desk concepts and skills

Essential IT Skills for On-the-Job Success

Mike Meyers, one of the premier computer and network skills trainers, has developed a learning system designed to teach key IT principles in an easy-to-under stand style that will prepare you for an IT career. His proven ability to explain concepts in a clear, direct way makes these books interesting, motivational, and fun.

Inside this book, you will learn to :

• Identify the components of a successful help desk
• Understand the six steps required to process a call
• Accurately document calls
• Determine the root cause of a problem and evaluate possible solutions
• Understand how computer telephony integration (CTI) functions
• Use performance management methods
• Integrate asset management and security policies with technical support
• Learn effective communication skills to deal with a variety of situations and users

CD-Rom features :

• Learning edition of HelpSTAR software for hands-on experience with Help Desk best practices
• Audio recordings of sample Help Desk calls that demonstrate communication techniques

Each chpater includes :

• Learning Objectives
• Reading Check Exercises and Sample Scripts
• Chapter Summaries and Key Term Lists
• End-of-Chapter Quizzes, Projects, and Case Studies
• Skill Focus Sidebars Featuring Help Desk Trends, Careers, and Concepts

Contents

• Introduction
• Introduction to the help desk
• Organization and people
• Receiving the incident
• Processing and resolving the incident
• Computer telephony integration
• Web-based support
• Performance management
• Knowledge management
• Asset and security management
• Help desk survival guide
• Help desk simulation
• Appendix - Introduction to HelpStar
• Glossary
• Index