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Effektive Helpdesk-Fachkenntnisse von Darril Gibson 2014, Hardcover neues Buch-
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Standort: Tujunga, California, USA
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eBay-Artikelnr.:185835499255
Artikelmerkmale
- Artikelzustand
- Book Title
- Effective Help Desk Specialist Skills
- Signed
- No
- Ex Libris
- No
- Narrative Type
- Nonfiction
- Original Language
- English
- Inscribed
- No
- Subject
- Industries / Computers & Information Technology, Hardware / General, Certification Guides / General, Data Processing
- Vintage
- No
- Personalize
- No
- Year
- 2014
- Era
- 2010s
- Personalized
- No
- Topic
- Books, Help
- Country/Region of Manufacture
- United States
- ISBN
- 9780789752406
- Subject Area
- Computers, Business & Economics
- Publication Name
- Effective Help Desk Specialist Skills
- Publisher
- Cisco Press
- Item Length
- 10.1 in
- Publication Year
- 2014
- Type
- Textbook
- Format
- Hardcover
- Language
- English
- Item Height
- 0.8 in
- Item Weight
- 36.8 Oz
- Item Width
- 8 in
- Number of Pages
- 456 Pages
Über dieses Produkt
Product Identifiers
Publisher
Cisco Press
ISBN-10
0789752409
ISBN-13
9780789752406
eBay Product ID (ePID)
201672310
Product Key Features
Number of Pages
456 Pages
Publication Name
Effective Help Desk Specialist Skills
Language
English
Subject
Industries / Computers & Information Technology, Hardware / General, Certification Guides / General, Data Processing
Publication Year
2014
Type
Textbook
Subject Area
Computers, Business & Economics
Format
Hardcover
Dimensions
Item Height
0.8 in
Item Weight
36.8 Oz
Item Length
10.1 in
Item Width
8 in
Additional Product Features
Intended Audience
Scholarly & Professional
LCCN
2014-949750
Dewey Edition
23
Illustrated
Yes
Dewey Decimal
004.068
Synopsis
All of today's help desk support skills, in one easy-to-understand book The perfect beginner's guide: No help desk or support experience necessary Covers both "soft" personal skills and "hard" technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology-and practically everyone needs help to use it well. Organizations deliver that assistance through help desks . This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you'll need: technical and personal . In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You'll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: * How the modern help desk has evolved * Understanding your users' needs, goals, and attitudes * Walking through the typical help desk call * Communicating well: listening actively and asking better questions * Improving interactions and handling difficult situations * Developing positive attitudes, and "owning" the problem * Managing your time and stress * Supporting computers, networks, smartphones, and tablets * Finding the technical product knowledge you need * Protecting the security of your users, information, and devices * Defining, diagnosing, and solving problems, step by step * Writing it up: from incident reports to documentation * Working in teams to meet the goals of the business * Using ITIL to improve the services you provide * Calculating help desk costs, benefits, value, and performance * Taking control of your support career Powerful features make it easier to learn about help desk careers! * Clear introductions describe the big ideas and show how they fit with what you've already learned * Specific chapter objectives tell you exactly what you need to learn * Key Terms lists help you identify important terms and a complete Glossary helps you understand them * Author's Notes and On The Side features help you go deeper into the topic if you want to * Chapter Review tools and activities help you make sure you've learned the material Exclusive Mind Mapping activities! * Organize important ideas visually-in your mind , in your words * Learn more, remember more * Understand how different ideas fit together, All of today's help desk support skills, in one easy-to-understand book The perfect beginner's guide: No help desk or support experience necessary Covers both "soft" personal skills and "hard" technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology-and practically everyone needs help to use it well. Organizations deliver that assistance through help desks . This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you'll need: technical and personal . In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You'll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: - How the modern help desk has evolved - Understanding your users' needs, goals, and attitudes - Walking through the typical help desk call - Communicating well: listening actively and asking better questions - Improving interactions and handling difficult situations - Developing positive attitudes, and "owning" the problem - Managing your time and stress - Supporting computers, networks, smartphones, and tablets - Finding the technical product knowledge you need - Protecting the security of your users, information, and devices - Defining, diagnosing, and solving problems, step by step - Writing it up: from incident reports to documentation - Working in teams to meet the goals of the business - Using ITIL to improve the services you provide - Calculating help desk costs, benefits, value, and performance - Taking control of your support career Powerful features make it easier to learn about help desk careers - Clear introductions describe the big ideas and show how they fit with what you've already learned - Specific chapter objectives tell you exactly what you need to learn - Key Terms lists help you identify important terms and a complete Glossary helps you understand them - Author's Notes and On The Side features help you go deeper into the topic if you want to - Chapter Review tools and activities help you make sure you've learned the material Exclusive Mind Mapping activities - Organize important ideas visually-in your mind , in your words - Learn more, remember more - Understand how different ideas fit together, All of today's help desk support skills, in one easy-to-understand book The perfect beginner's guide: No help desk or support experience necessary Covers both "soft" personal skills and "hard" technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology-and practically everyone needs help to use it well. Organizations deliver that assistance through help desks . This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you'll need: technical and personal . In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You'll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: - How the modern help desk has evolved - Understanding your users' needs, goals, and attitudes - Walking through the typical help desk call - Communicating well: listening actively and asking better questions - Improving interactions and handling difficult situations - Developing positive attitudes, and "owning" the problem - Managing your time and stress - Supporting computers, networks, smartphones, and tablets - Finding the technical product knowledge you need - Protecting the security of your users, information, and devices - Defining, diagnosing, and solving problems, step by step - Writing it up: from incident reports to documentation - Working in teams to meet the goals of the business - Using ITIL to improve the services you provide - Calculating help desk costs, benefits, value, and performance - Taking control of your support career Powerful features make it easier to learn about help desk careers! - Clear introductions describe the big ideas and show how they fit with what you've already learned - Specific chapter objectives tell you exactly what you need to learn - Key Terms lists help you identify important terms and a complete Glossary helps you understand them - Author's Notes and On The Side features help you go deeper into the topic if you want to - Chapter Review tools and activities help you make sure you've learned the material Exclusive Mind Mapping activities! - Organize important ideas visually-in your mind , in your words - Learn more, remember more - Understand how different ideas fit together, This is today's most complete, practical, and up-to-date guide to succeeding as a help desk professional. Leading technology instructor and consultant Darril Gibson thoroughly explains each of today's help desk support roles, and fully covers all essential skill sets, both technical and personal. Reflecting his extensive classroom and field experience, he presents exceptionally clear and relevant objectives and summaries, backed with realistic case studies, hands-on projects, exercises, and multiple-choice review questions., All of today's help desk support skills, in one easy-to-understand book The perfect beginner's guide: No help desk or support experience necessary Covers both "soft" personal skills and "hard" technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology-and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you'll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You'll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: * How the modern help desk has evolved * Understanding your users' needs, goals, and attitudes * Walking through the typical help desk call * Communicating well: listening actively and asking better questions * Improving interactions and handling difficult situations * Developing positive attitudes, and "owning" the problem * Managing your time and stress * Supporting computers, networks, smartphones, and tablets * Finding the technical product knowledge you need * Protecting the security of your users, information, and devices * Defining, diagnosing, and solving problems, step by step * Writing it up: from incident reports to documentation * Working in teams to meet the goals of the business * Using ITIL to improve the services you provide * Calculating help desk costs, benefits, value, and performance * Taking control of your support career Powerful features make it easier to learn about help desk careers! * Clear introductions describe the big ideas and show how they fit with what you've already learned * Specific chapter objectives tell you exactly what you need to learn * Key Terms lists help you identify important terms and a complete Glossary helps you understand them * Author's Notes and On The Side features help you go deeper into the topic if you want to * Chapter Review tools and activities help you make sure you've learned the material Exclusive Mind Mapping activities! * Organize important ideas visually-in your mind, in your words * Learn more, remember more * Understand how different ideas fit together
LC Classification Number
HD30.2.G557 2015
Copyright Date
2015
ebay_catalog_id
4
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eBay-Artikelnr.:185835499255
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