Introduction to Help Desk Concepts and Skills [With CDROM]

Descriere: @lt;p@gt;Essential IT Skills for On-the-Job Success@lt;/p@gt;@lt;p@gt;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.@lt;/p@gt;@lt;p@gt;Inside this book, you will learn to: @lt;/p@gt;@lt;ul@gt;@lt;li@gt;Identify the components of a successful help desk @lt;li@gt;Understand the six steps required to process a call @lt;li@gt;Accurately document calls @lt;li@gt;Determine the root cause of a problem and evaluate possible solutions @lt;li@gt;Understand how computer telephony integration (CTI) functions @lt;li@gt;Use performance management methods @lt;li@gt;Integrate asset management and security policies with technical support @lt;li@gt;Learn effective communication skills to deal with a variety of situations and users @lt;/ul@gt;@lt;p@gt;CD-ROM features: @lt;/p@gt;@lt;ul@gt;@lt;li@gt;Learning edition of HelpSTAR software for hands-on experience with Help Desk best practices @lt;li@gt;Audio recordings of sample Help Desk calls that demonstrate communication techniques @lt;/ul@gt;@lt;p@gt;Each chapter includes: @lt;/p@gt;@lt;ul@gt;@lt;li@gt;Learning Objectives @lt;li@gt;Reading Check Exercises and Sample Scripts @lt;li@gt;Chapter Summaries and Key Term Lists @lt;li@gt;End-of-Chapter Quizzes, Projects, and Case Studies @lt;li@gt;Skill Focus Sidebars Featuring Help Desk Trends, Careers, and Concepts @lt;/ul@gt;