Help Desk Management How To Run A Computer User Support Service Desk Effectively
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Help Desk Management How To Run A Computer User Support Service Desk Effectively
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Author : Wayne Schlicht
language : en
Publisher: Build a Help Desk Consulting LLC
Release Date : 2019-09-29
Help Desk Management How To Run A Computer User Support Service Desk Effectively written by Wayne Schlicht and has been published by Build a Help Desk Consulting LLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-09-29 with Computers categories.
Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today
How To Manage The It Helpdesk
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Author : Noel Bruton
language : en
Publisher: Routledge
Release Date : 2002
How To Manage The It Helpdesk written by Noel Bruton and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.
The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.
Hybrid And Advanced Technologies
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Author : S. Prasad Jones Christydass
language : en
Publisher: CRC Press
Release Date : 2025-03-21
Hybrid And Advanced Technologies written by S. Prasad Jones Christydass and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-03-21 with Technology & Engineering categories.
The proceedings of the International Conference on Hybrid and Advanced Technologies (ICHAT 2024) present a rich repository of cutting-edge research on the various applications of machine learning, deep learning and AI in cybersecurity, healthcare, agriculture and communication systems. It highlights the revolutionary potential of data science in transforming traditional practices, improving efficiency and accuracy across diverse domains and addressing complex real-world challenges. These proceedings contain innovative neural-network models for agriculture that can predict tractor fuel consumption and optimize smart irrigation, besides suggesting greenhouse automation for enhanced agricultural productivity. It also provides a roadmap for IoT-based monitoring systems for asthma patients and machine learning approaches for early detection of diabetes, cancer and aquatic plant ailments. Through an array of practical examples and comparative studies, the book further highlights advancements in machine learning for enhancing palm vein authentication, combating fake news, keeping data safe and improving customer segmentation in e-commerce. The findings would be instrumental in combating critical global issues and foster a deeper understanding of the role of AI in image processing, cybersecurity, medical diagnostics and intelligent systems in the future. This will be a highly interesting guide to researchers, data scientists and practicing professionals in the fields of artificial intelligence, machine learning and cybersecurity. It will also be of interest to healthcare professionals, agricultural scientists and technology enthusiasts in fostering global collaborations, exploring future challenges and opportunities and introducing state-of-the-art technologies to streamline processes.
Effective Help Desk Specialist Skills
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Author : Darril Gibson
language : en
Publisher: Pearson IT Certification
Release Date : 2014-10-27
Effective Help Desk Specialist Skills written by Darril Gibson and has been published by Pearson IT Certification this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-27 with Computers categories.
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
Helpdesk Habits
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Author : Mark Copeman
language : en
Publisher:
Release Date : 2019-01-08
Helpdesk Habits written by Mark Copeman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-08 with categories.
Mark Copeman is a serial entrepreneur and was co-founder of Customer Thermometer, the customer satisfaction tool. He has spent two decades developing customer relationships, building a helpdesk and working with 100's of customer service organisations across the world. During this time, he has discovered the single most important ingredient to delivering exceptional customer service - habit creation and embedding. Mark's formula for success will not only transform how you work, but will also make you a happier and more successful customer service professional. Through his unique framework, he shows you how to create and embed 50 new habits, transforming how you deliver customer service, whether by phone, email or chat. Learn the importance of harnessing habits Develop the right attitude towards your role Understand the importance of human customer service Learn how to communicate effectively See how tiny adjustments in phrasing can win the day Become skilled in empathy and rapport Be assured it's OK to have a personality Read and implement with your team today and turn your helpdesk into a feature, not an overhead.
Computer Systems Series
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Author :
language : en
Publisher:
Release Date : 1997
Computer Systems Series written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Computer industry categories.
Windows 2000 Server 24seven
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Author : Matthew Strebe
language : en
Publisher: John Wiley & Sons
Release Date : 2006-02-20
Windows 2000 Server 24seven written by Matthew Strebe and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-02-20 with Computers categories.
Here's the Windows 2000 Server book every administrator will need—one that contains only the most advanced information rather than rehashing the basics yet again. Written by a Windows 2000 expert and security consultant, this book provides high-level coverage of Windows 2000 system design and implementation, from planning and security to daily maintenance and troubleshooting. Includes a detailed discussion of assessing your network's security needs and implementing an effective solution. Use this book as a supplement to Mastering Windows 2000 Server.
Financial Services And General Government Appropriations For 2008
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Author : United States. Congress. House. Committee on Appropriations. Subcommittee on Financial Services and General Government
language : en
Publisher:
Release Date : 2007
Financial Services And General Government Appropriations For 2008 written by United States. Congress. House. Committee on Appropriations. Subcommittee on Financial Services and General Government and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with United States categories.
Energy And Water Development Appropriations For 2013 Dept Of Energy Fy 2013 Justifications
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Author : United States. Congress. House. Committee on Appropriations. Subcommittee on Energy and Water Development
language : en
Publisher:
Release Date : 2012
Energy And Water Development Appropriations For 2013 Dept Of Energy Fy 2013 Justifications written by United States. Congress. House. Committee on Appropriations. Subcommittee on Energy and Water Development and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Federal aid to energy development categories.
A Guide To Computer User Support For Help Desk Support Specialists
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Author : Fred Beisse
language : en
Publisher:
Release Date : 2001
A Guide To Computer User Support For Help Desk Support Specialists written by Fred Beisse and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Computers categories.
This book provides an overview of the knowledge, skills, and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, this titles emphasizes problem-solving and communication skills in addition to technical coverage. Using creative Hands-On exercises and Case Projects, users apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for today's team-oriented work environment.