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Effective Help Desk Specialist Skills by Darril Gibson 2014, Hardcover New Book
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2 available
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Located in: Tujunga, California, United States
Delivery:
Estimated between Sat, 25 May and Fri, 31 May to 43230
Returns:
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- 100% positive feedback
Seller assumes all responsibility for this listing.
eBay item number:185835499255
Item specifics
- Condition
- Brand New: A new, unread, unused book in perfect condition with no missing or damaged pages. See all condition definitionsopens in a new window or tab
- Book Title
- Effective Help Desk Specialist Skills
- Signed
- No
- Ex Libris
- No
- Narrative Type
- Nonfiction
- Original Language
- English
- Inscribed
- No
- Subject
- Computers & Internet
- Vintage
- No
- Personalize
- No
- Year
- 2014
- Era
- 2010s
- Personalized
- No
- Topic
- Books, Help
- Country/Region of Manufacture
- United States
- ISBN
- 9780789752406
- Publication Year
- 2014
- Type
- Textbook
- Format
- Hardcover
- Language
- English
- Publication Name
- Effective Help Desk Specialist Skills
- Item Height
- 0.8in
- Item Length
- 10.3in
- Publisher
- Cisco Press
- Item Width
- 8.3in
- Item Weight
- 32.6 Oz
- Number of Pages
- 456 Pages
About this product
Product Information
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
Product Identifiers
Publisher
Cisco Press
ISBN-10
0789752409
ISBN-13
9780789752406
eBay Product ID (ePID)
201672310
Product Key Features
Publication Name
Effective Help Desk Specialist Skills
Format
Hardcover
Language
English
Publication Year
2014
Type
Textbook
Number of Pages
456 Pages
Dimensions
Item Length
10.3in
Item Height
0.8in
Item Width
8.3in
Item Weight
32.6 Oz
Additional Product Features
Lc Classification Number
Hd30.2.G557 2015
Copyright Date
2015
Topic
Industries / Computers & Information Technology, Hardware / General, Certification Guides / General, Data Processing
Lccn
2014-949750
Dewey Decimal
004.068
Intended Audience
Scholarly & Professional
Dewey Edition
23
Illustrated
Yes
Genre
Computers, Business & Economics
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:185835499255
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Item location:
Tujunga, California, United States
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Barbados, French Guiana, French Polynesia, Guadeloupe, Libya, Martinique, New Caledonia, Reunion, Russian Federation, Ukraine, Venezuela
| Postage and handling | To | Service | Delivery*See Delivery notes |
|---|---|---|---|
| US $5.61 (approx RM 26.32) | United States | Economy Postage (USPS Media MailTM) | Estimated between Sat, 25 May and Fri, 31 May to 43230 |
| US $7.99 (approx RM 37.49) | United States | Expedited Postage (USPS Priority Mail Flat Rate Envelope®) | Estimated between Sat, 25 May and Fri, 31 May to 43230 |
| Handling time |
|---|
| Will usually ship within 1 business day of receiving cleared payment. |
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| Taxes may be applicable at checkout. Learn moreLearn more about paying tax on eBay purchases. |
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Sales Tax for an item #185835499255
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Return policy
| After receiving the item, contact seller within | Refund will be given as |
|---|---|
| 30 days | Money Back |
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