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A Guide to Help Desk Concepts
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by Donna Knapp
Sales Rank: 695601
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List Price: $70.95
$70.95
At Amazon
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Paperback: 256 pages
Publisher: Course Technology; 1 edition October 30, 1998
Language: English
ISBN-10: 0760071500
ISBN-13: 978-0760071502
Product Dimensions:
9.2 x 7.4 x 0.6 inches
Shipping Weight: 1 pounds
Product Description
This book introduces service concepts, skill sets, career paths, and operations of the help desk industry. The author's expertise provides strong real-world computer support examples and case studies.
Publisher Description
Provides real-world computer support examples, case studies, and exercises throughout. Details the four integrated components of a successful Help Desk: people, processes, technology, and information, in separate chapters. Written by a leading Help Desk consultant and trainer, former Help Desk support engineer, service engineer, and service manager. Covers Customer Relationship Management initiatives, remote support, use of Web-based technologies, skills needed to communicate via the Web, and telephony advances. Focuses on personal workspace setup, demonstrating how readers can arrange a comfortable workspace and improve their performance and success.
--This text refers to the
Paperback
edition.
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A Guide to Help Desk Concepts
List Price: $70.95
Available from Amazon
Price: $70.95
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