Help Desk Practitioner's Handbook
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English
Your complete guide to surviving and thriving as a Help Desk practitioner
Help Desk Practitioner's Handbook
The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including:
* Eleven effective listening habits that improve your ability to solve problems
* Techniques for increasing the speed and accuracy of problem resolution
* Early warning systems and layered strategies for problem control
* Tools for reducing calls and eliminating problems before they occur
* A simple, step-by-step process for doing cost justifications
* Methods for turning Help Desk interactions into marketing opportunities
Visit our Web site at www.wiley.com/compbooks/
Help Desk Practitioner's Handbook
The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including:
* Eleven effective listening habits that improve your ability to solve problems
* Techniques for increasing the speed and accuracy of problem resolution
* Early warning systems and layered strategies for problem control
* Tools for reducing calls and eliminating problems before they occur
* A simple, step-by-step process for doing cost justifications
* Methods for turning Help Desk interactions into marketing opportunities
Visit our Web site at www.wiley.com/compbooks/
English
BARBARA CZEGEL is President of SIRIUS3, a consulting company that provides Help Desk training and seminars across Canada. She is a member of the Help Desk Institute and the Support Services Association. Her other books include Running an Effective Help Desk, Second Edition, also available from Wiley.
English
EXPECTATIONS OF THE BUSINESS.
Roles.
Focusing on the Business.
SUPPORTING THE HELP DESK STRUCTURE.
Structure.
MANAGING PROBLEMS.
When Problems Become Dangerous.
Listening to Resolve and Prevent Problems.
Getting and Giving Information.
Proactive Problem Control.
Using Tools.
UNDERSTANDING THE BUSINESS OF HELP DESKS.
Everything You Need to Know about Performance.
Cost Justification Made Easy.
Can I Interest You in Marketing?
THRIVING IN A HELP DESK ENVIRONMENT.
It's All in Your Attitude.
Index.
Roles.
Focusing on the Business.
SUPPORTING THE HELP DESK STRUCTURE.
Structure.
MANAGING PROBLEMS.
When Problems Become Dangerous.
Listening to Resolve and Prevent Problems.
Getting and Giving Information.
Proactive Problem Control.
Using Tools.
UNDERSTANDING THE BUSINESS OF HELP DESKS.
Everything You Need to Know about Performance.
Cost Justification Made Easy.
Can I Interest You in Marketing?
THRIVING IN A HELP DESK ENVIRONMENT.
It's All in Your Attitude.
Index.
