A Guide to Help Desk Concepts by Donna Knapp

Cover of: A Guide to Help Desk Concepts | Donna Knapp

Published by Course Technology .

Written in English

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Subjects:

  • Systems management,
  • Software Engineering,
  • Computer Systems,
  • Computers,
  • Computers - General Information,
  • Computer Books: General,
  • Management Information Systems,
  • Programming - Software Development

Book details

The Physical Object
FormatPaperback
Number of Pages256
ID Numbers
Open LibraryOL8010645M
ISBN 100760071500
ISBN 109780760071502

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Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as /5(9).

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Use features like bookmarks, note taking and highlighting while reading A Guide to Service Desk Concepts/5(8). A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively.4/5(3).

A Guide to Service Desk Concepts, Third Version, discusses the several types of service desks that exist, how they’re measured by the organizations they help, the various roles and expertise required inside a typical service desk, and the processes and applied sciences generally used to make sure the service desk is working effectively and successfully.

ISBN: OCLC Number: Description: xvii, pages: illustrations, portraits: Contents: Ch. 1 Introduction to Service Desk Concepts --The Evolution of Technical Support --The Evolution from Help Desk to Service Desk --Components of a Successful Service Desk --People --Processes --Technology --Information.

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. Help professionals translate technical expertise into effective careers in computer user support with A GUIDE TO SERVICE DESK CONCEPTS, 4TH EDITION.

This guide focuses on the latest developments, resources and trends in computer user support. Service Desk Supervisor or TeamLeader Oversees the day-to-day operation of the service desk Makes sure the service desk meets SLA commitments Monitors and evaluates staff performance Ensures staff is properly trained Serves as a training ground for the service desk manager role33 A Guide to Service Desk Concepts, Third Edition.

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 Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively/5(4).

A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and.

ISBN: OCLC Number: Notes: Previous edition: Description: pages ; 24 cm: Contents: 1. 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.

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IT Service and Support provides customers or end users with information and support related to an organization's information technology products and services. These support activities are collectively referred to as help desk or service desk functions, and are performed as a subset of IT Service Management (ITSM).

This course is comprised of (n) lessons on IT service and support. A Guide to Service Desk Concepts book. Read reviews from world’s largest community for readers.

This guide provides support to individuals interested in /5. This book introduces service concepts, skill sets, career paths, and operations of the help desk author's expertise provides strong real-world computer support examples and case : $ xii Effective Help Desk Specialist Skills Understanding Service Level Agreements A book of this size takes a lot of effort from many people working behind the scenes and I’m grateful for all the work they did.

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Key Concepts: Terms in this set (50) Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use by ____. help desk manager. LBE Helpdesk software contains many of the most common help desk software features, but managing technology assets is an add-on module.

Some help desk operations use a. GUIDE TO SERVICE DESK CONCEPTS: : KNAPP: Libros en idiomas extranjeros. Saltar al contenido principal. Prueba Prime Hola, Identifícate Cuenta y listas Identifícate Cuenta y listas Pedidos Suscríbete a Prime Cesta. Todos los departamentos. Ir Format: Tapa blanda.

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Introduction to Help Desk Concepts. Service Desk Operations. A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and.

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A Guide to Computer User Support for Help Desk and Support Specialists: Edition 5 - Ebook written by Fred Beisse. Read this book using Google Play Books app on your PC, android, iOS devices. Download for offline reading, highlight, bookmark or take notes while you read A Guide to Computer User Support for Help Desk and Support Specialists: Edition 5.

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Introduction to Help Desk Concepts and Skills: The students can get to know the importance and benefits of delivering support to the customers with the help of “Introduction to Help Desk Skills and Concepts”. It can help them to create positive interactions with customers and they can identify needs of customers and meet their expectations.

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Donna is the author of two college textbooks, A Guide to Service Desk Concepts and A Guide to Customer Service Skills for the Service Desk Professional, and has authored several successful seminars including Achieving High Customer Satisfaction: Customer Service Skills for Service Desk : $ Details about A Guide to Service Desk Concepts: Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E.

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Routing Protocols and Concepts. CCNA Exploration Companion Guide is designed as a transportable desk reference to utilize anytime, anyplace. The book’s choices reinforce the material inside the course that may provide help to give consideration to important concepts and organize your analysis time for exams.

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Whether it's a leaflet that tells you how to use your public transit pass, a guide to an internal standard operating procedure, or the knowledge base in Microsoft Office's Help menu, documentation delivers everything from the basic to the advanced. "The goal of documentation is to turn novices into experts," says programmer and blogger Steve.

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The following sections explain various Remedy Service Desk Connector concepts that you must understand before you start using the Remedy Service Desk Connector.

• Versions Supported • Ticket Generation Contents • Auto.

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