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Guide to Help Desk Concepts : Service Desk and the IT Infrastructure Library,9780619159467
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Guide to Help Desk Concepts : Service Desk and the IT Infrastructure Library

by
Edition:
2nd
ISBN13:

9780619159467

ISBN10:
0619159464
Format:
Paperback
Pub. Date:
3/7/2003
Publisher(s):
Cengage Learning
List Price: $162.95
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Summary

Designed specifically for a first course in any help desk or user support curriculum, this book introduces readers to the service concepts, skill sets, career paths, and operations of the help desk industry. This is one of the first books to present help desk concepts from an educational perspective and provide an overview of the help desk for individuals interested in pursuing a career in customer support. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager. The author's expertise provides strong real-world computer support examples, case studies, and exercises throughout the book.

Table of Contents

Preface x
Introduction to Help Desk Concepts
1(32)
Help Desk Operations
33(34)
The People Component: Help Desk Roles and Responsibilities
67(36)
The Process Component: Help Desk Processes and Procedures
103(54)
The Technology Component: Help Desk Tools and Technologies
157(58)
The Information Component: Help Desk Performance Measures
215(36)
The Help Desk Setting
251(32)
Customer Support as a Profession
283(34)
Appendix A Job Descriptions for the Help Desk 317(8)
Appendix B Help Desk Resources 325(6)
Glossary 331(12)
Index 343


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