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

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  • Edition: 2nd
  • Format: Paperback
  • Copyright: 2003-03-07
  • Publisher: Cengage Learning
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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
Help Desk Operations
The People Component: Help Desk Roles and Responsibilities
The Process Component: Help Desk Processes and Procedures
The Technology Component: Help Desk Tools and Technologies
The Information Component: Help Desk Performance Measures
The Help Desk Setting
Customer Support as a Profession
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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