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A Guide To Service Desk Concepts

A Guide to Service Desk Concepts PDF
Author: Donna Knapp
Publisher: Cengage Learning
Release: 2013-02-21
Size: 36.73 MB
Format: PDF, ePub, Docs
Category : Computers
Languages : en
Pages : 416
View: 2885

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Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

It Manager S Handbook

IT Manager s Handbook PDF
Author: Bill Holtsnider
Publisher: Elsevier
Release: 2010-07-26
Size: 66.69 MB
Format: PDF, Mobi
Category : Computers
Languages : en
Pages : 632
View: 458

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IT Manager's Handbook, Second Edition, provides essential information to help students understand the responsibilities of today’s IT Management professionals: not only planning network security and implementing disaster recovery plans, but also such vital tasks as creating budgets, administering compliance, and managing staff. In particular, the book discusses business practices that are most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendor. This updated version includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management. Information is organized modularly so that instructors and students can delve directly into only the topics needed. Each chapter contains additional resources sections for books, articles, and websites relevant to that topic. It contains new material on key technology topics such as open source, outsourcing, offshoring, and handhelds, plus updated coverage of e-commerce, remote access, intranets, and LAN/WAN management. A completely updated and expanded second edition that provides practical, easily accessible management advice written specifically for new IT managers: · Brings you up to speed on those business practices most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendors. · Includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management. · Organizes information modularly so you can delve directly into only the topics that you need. · Provides a unique management perspective on those specific technical issues with the most significant business ramifications. · Includes new material on key technology topics such as open source, wireless, handhelds, outsourcing, offshoring, and operations, as well as updated coverage of e-commerce, remote access, intranets, and LAN/WAN management.

A Guide To Computer User Support For Help Desk And Support Specialists

A Guide to Computer User Support for Help Desk and Support Specialists PDF
Author: Fred Beisse
Publisher: Cengage Learning
Release: 2012-03-26
Size: 45.48 MB
Format: PDF, ePub, Docs
Category : Computers
Languages : en
Pages : 674
View: 3586

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Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E. This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process. Leading professional software HelpSTAR and Microsoft Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E to reinforce the knowledge and skills your students need for success in today's user-support positions. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

A Guide To Help Desk Concepts

A Guide to Help Desk Concepts PDF
Author: Donna Knapp
Publisher: Course Technology Ptr
Release: 2003
Size: 26.17 MB
Format: PDF, Docs
Category : Computers
Languages : en
Pages : 351
View: 1504

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The second edition of Donna Knapp’s highly successful first edition 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.

A Guide To Help Desk Technology Tools Techniques

A Guide to Help Desk Technology  Tools   Techniques PDF
Author: Dione McBride
Publisher: Course Technology Ptr
Release: 2000
Size: 34.10 MB
Format: PDF, Docs
Category : Computers
Languages : en
Pages : 358
View: 7092

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This book focuses on the technology, tools and techniques involved in running an effective help desk. A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management and customers alike.

Conference Proceedings

Conference Proceedings PDF
Author:
Publisher:
Release: 1999
Size: 40.17 MB
Format: PDF, Docs
Category : Computation laboratories
Languages : en
Pages :
View: 3406

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Computers In The Medical Office

Computers in the Medical Office PDF
Author: Susan M. Sanderson
Publisher: McGraw-Hill College
Release: 2004-06
Size: 21.29 MB
Format: PDF, ePub
Category : Medical
Languages : en
Pages : 326
View: 5799

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Resources In Education

Resources in Education PDF
Author:
Publisher:
Release: 1998
Size: 11.72 MB
Format: PDF, Mobi
Category : Education
Languages : en
Pages :
View: 747

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