Level 1: 20,000 Leagues Under the Sea Book and CD Pack

Susan M. Sanderson

Introduction to Help Desk Concepts and Skills [With CDROM]

@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 ...

MacMillan/McGraw-Hill (Author)

Math Connects, Grade 4, Real-World Problem Solving Readers Package (Sheltered English)

Real-World Problem Solving Readers deliver multi-leveled mathematics real-world problem solving cont

MacMillan/McGraw-Hill (Author)

Math Connects, Grade 3, Real-World Problem Solving Readers Package (Sheltered English)

Real-World Problem Solving Readers deliver multi-leveled mathematics real-world problem solving cont