Introduction to Help Desk Concepts and Skills

Back Cover

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-understand 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 chapter 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

Table of Contents

    Introduction to Help Desk Concepts and Skills
    Chapter 1: Introduction to the Help Desk
    Chapter 2: Organization and People
    Chapter 3: Receiving the Incident
    Chapter 4: Processing and Resolving the Incident
    Chapter 5: Computer Telephony Integration
    Chapter 6: Web-Based Support
    Chapter 7: Performance Management
    Chapter 8: Knowledge Management
    Chapter 9: Asset and Security Management
    Chapter 10: Help Desk Survival Guide
    Help Desk Simulation
    Appendix: Introduction to HelpStar
    Glossary