Introduction to Help Desk Concepts and Skills (Mike Meyers' Computer Skills)

3 avg rating
( 5 ratings by GoodReads )
 
9780078216770: Introduction to Help Desk Concepts and Skills (Mike Meyers' Computer Skills)

"Introduction to Help Desk Skills and Concepts" is designed to teach students: the importance and benefits of measuring the delivery of customer support; how to create positive interactions with customers; how to identify customer needs; how to meet customer expectations; how to deal effectively with a variety of customer situations; how to work with unrealistic or angry customers; how to gain satisfied customers through better listening; and how to use basic tools and technologies used in the customer support industry.

"synopsis" may belong to another edition of this title.

From the Back Cover:

Essential IT Skills for On-the-Job Success

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.

Inside this book, you will learn to:

  • Identify the components of a successful help desk
  • Understand the six steps required to process a call
  • Accurately document calls
  • Determine the root cause of a problem and evaluate possible solutions
  • Understand how computer telephony integration (CTI) functions
  • Use performance management methods
  • Integrate asset management and security policies with technical support
  • Learn effective communication skills to deal with a variety of situations and users

CD-ROM features:

  • Learning edition of HelpSTAR software for hands-on experience with Help Desk best practices
  • Audio recordings of sample Help Desk calls that demonstrate communication techniques

Each chapter includes:

  • Learning Objectives
  • Reading Check Exercises and Sample Scripts
  • Chapter Summaries and Key Term Lists
  • End-of-Chapter Quizzes, Projects, and Case Studies
  • Skill Focus Sidebars Featuring Help Desk Trends, Careers, and Concepts

"About this title" may belong to another edition of this title.

Top Search Results from the AbeBooks Marketplace

1.

Sanderson, Susan M.
Published by McGraw-Hill/Irwin (2003)
ISBN 10: 007821677X ISBN 13: 9780078216770
New Paperback Quantity Available: 1
Seller
TEXTBOOKNOOK
(Knoxville, TN, U.S.A.)
Rating
[?]

Book Description McGraw-Hill/Irwin, 2003. Paperback. Book Condition: New. Brand New Text!!! Never Been Used!!! Edges barely worn. Barely shelfwear. This text is totally clean with no writing at all!!! Includes Unopened Cd!!!. Bookseller Inventory # 94037

More Information About This Seller | Ask Bookseller a Question

Buy New
4.02
Convert Currency

Add to Basket

Shipping: 2.43
Within U.S.A.
Destination, Rates & Speeds

2.

Sanderson, Susan M.
Published by McGraw-Hill/Irwin (2003)
ISBN 10: 007821677X ISBN 13: 9780078216770
New Paperback Quantity Available: 1
Seller
Ergodebooks
(RICHMOND, TX, U.S.A.)
Rating
[?]

Book Description McGraw-Hill/Irwin, 2003. Paperback. Book Condition: New. 1. Bookseller Inventory # DADAX007821677X

More Information About This Seller | Ask Bookseller a Question

Buy New
8.71
Convert Currency

Add to Basket

Shipping: 3.23
Within U.S.A.
Destination, Rates & Speeds

3.

Sanderson, Susan M.
ISBN 10: 007821677X ISBN 13: 9780078216770
New Quantity Available: 1
Seller
Castle Rock
(Pittsford, NY, U.S.A.)
Rating
[?]

Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97800782167701.0

More Information About This Seller | Ask Bookseller a Question

Buy New
15.77
Convert Currency

Add to Basket

Shipping: 3.23
Within U.S.A.
Destination, Rates & Speeds

4.

Sanderson, Susan M.
Published by McGraw-Hill/Irwin (2003)
ISBN 10: 007821677X ISBN 13: 9780078216770
New Softcover Quantity Available: 1
Seller
Book Deals
(Lewiston, NY, U.S.A.)
Rating
[?]

Book Description McGraw-Hill/Irwin, 2003. Book Condition: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service!. Bookseller Inventory # ABE_book_new_007821677X

More Information About This Seller | Ask Bookseller a Question

Buy New
19.09
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

5.

Sanderson, Susan M.
Published by McGraw-Hill/Irwin (2003)
ISBN 10: 007821677X ISBN 13: 9780078216770
New Paperback Quantity Available: 1
Seller
Irish Booksellers
(Rumford, ME, U.S.A.)
Rating
[?]

Book Description McGraw-Hill/Irwin, 2003. Paperback. Book Condition: New. book. Bookseller Inventory # 007821677X

More Information About This Seller | Ask Bookseller a Question

Buy New
22.23
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

6.

Sanderson, Susan M.
ISBN 10: 007821677X ISBN 13: 9780078216770
New Paperback Quantity Available: 1
Seller
AMAZINGBOOKDEALS
(IRVING, TX, U.S.A.)
Rating
[?]

Book Description Paperback. Book Condition: BRAND NEW. BRAND NEW. Fast Shipping. Prompt Customer Service. Satisfaction guaranteed. Bookseller Inventory # 007821677XBNA

More Information About This Seller | Ask Bookseller a Question

Buy New
24.71
Convert Currency

Add to Basket

Shipping: 3.23
Within U.S.A.
Destination, Rates & Speeds

7.

Sanderson, Susan M.
Published by McGraw-Hill/Irwin (2003)
ISBN 10: 007821677X ISBN 13: 9780078216770
New Paperback Quantity Available: 3
Seller
Murray Media
(North Miami Beach, FL, U.S.A.)
Rating
[?]

Book Description McGraw-Hill/Irwin, 2003. Paperback. Book Condition: New. Bookseller Inventory # P11007821677X

More Information About This Seller | Ask Bookseller a Question

Buy New
40.36
Convert Currency

Add to Basket

Shipping: 2.42
Within U.S.A.
Destination, Rates & Speeds

8.

Sanderson, Susan M.
Published by McGraw-Hill Osborne (2003)
ISBN 10: 007821677X ISBN 13: 9780078216770
New Paperback Quantity Available: 1
Seller
Revaluation Books
(Exeter, United Kingdom)
Rating
[?]

Book Description McGraw-Hill Osborne, 2003. Paperback. Book Condition: Brand New. paperback/cd-rom edition. 464 pages. 10.50x8.25x0.75 inches. In Stock. Bookseller Inventory # zk007821677X

More Information About This Seller | Ask Bookseller a Question

Buy New
142.30
Convert Currency

Add to Basket

Shipping: 6
From United Kingdom to U.S.A.
Destination, Rates & Speeds