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

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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.

Product Description:

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; and more.

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.

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