Effective Help Desk Specialist Skills

All of todays help desk support skills, in one easy-to-understand book The perfect beginners guide: No help desk or support experience necessary Covers both a softa personal skills and a harda technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technologyand 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 youll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. Youll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: a How the modern help desk has evolved a Understanding your users needs, goals, and attitudes a Walking through the typical help desk call a Communicating well: listening actively and asking better questions a Improving interactions and handling difficult situations a Developing positive attitudes, and a owninga the problem a Managing your time and stress a Supporting computers, networks, smartphones, and tablets a Finding the technical product knowledge you need a Protecting the security of your users, information, and devices a Defining, diagnosing, and solving problems, step by step a Writing it up: from incident reports to documentation a Working in teams to meet the goals of the business a Using ITIL to improve the services you provide a Calculating help desk costs, benefits, value, and performance a Taking control of your support career Powerful features make it easier to learn about help desk careers! a Clear introductions describe the big ideas and show how they fit with what youve already learned a Specific chapter objectives tell you exactly what you need to learn a Key Terms lists help you identify important terms and a complete Glossary helps you understand them a Authors Notes and On The Side features help you go deeper into the topic if you want to a Chapter Review tools and activities help you make sure youve learned the material Exclusive Mind Mapping activities! a Organize important ideas visuallyin your mind, in your words a Learn more, remember more a Understand how different ideas fit together