9780760071502

Guide to Help Desk Concepts

by
  • ISBN13:

    9780760071502

  • ISBN10:

    0760071500

  • Edition: 1st
  • Format: Paperback
  • Copyright: 10/30/1998
  • Publisher: Course Technology
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List Price: $74.00

Summary

Designed specifically for beginning users, this book introduces readers to the service concepts, skill sets, career path and operation of the Help Desk industry.

Table of Contents

Preface xi
Introduction to Help Desk Concepts
1(20)
Help Desk Operations
21(28)
The People Component: Help Desk Roles and Responsibilities
49(28)
The Process Component: Help Desk Processes and Procedures
77(40)
The Technology Component: Help Desk Tools and Technologies
117(38)
The Information Component: Help Desk Performance Measures
155(28)
The Help Desk Setting
183(24)
Customer Support as a Profession
207(20)
Appendix A Job Descriptions for the Help Desk 227(6)
Appendix B Help Desk Resources 233(6)
Glossary 239(10)
Index 249

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