{"product_id":"9780133571851","title":"Effective Help Desk Specialist Skills: Effec Help Desk Speci ePub_1","description":"\u003cp\u003eAll of today’s help desk support skills, in one easy-to-understand book\u003c\/p\u003e  \u003cp\u003e  \u003c\/p\u003e  \u003cp\u003eThe perfect beginner’s guide: No help desk or support experience necessary\u003c\/p\u003e  \u003cp\u003e \u003c\/p\u003e  \u003cp\u003eCovers both “soft” personal skills and “hard” technical skills\u003c\/p\u003e  \u003cp\u003e \u003c\/p\u003e  \u003cp\u003eExplains the changing role of help desk professionals in the modern support center\u003c\/p\u003e  \u003cp\u003e \u003c\/p\u003e  \u003cp\u003eToday, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through \u003ci\u003ehelp desks\u003c\/i\u003e. 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 \u003ci\u003eboth\u003c\/i\u003e of the skill sets you’ll need: \u003ci\u003etechnical\u003c\/i\u003e and \u003ci\u003epersonal\u003c\/i\u003e. 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.\u003c\/p\u003e  \u003cp\u003e \u003c\/p\u003e  \u003cp\u003eCoverage includes:\u003c\/p\u003e  \u003cp\u003e• How the modern help desk has evolved\u003c\/p\u003e  \u003cp\u003e• Understanding your users’ needs, goals, and attitudes\u003c\/p\u003e  \u003cp\u003e• Walking through the typical help desk call\u003c\/p\u003e  \u003cp\u003e• Communicating well: listening actively and asking better questions\u003c\/p\u003e  \u003cp\u003e• Improving interactions and handling difficult situations\u003c\/p\u003e  \u003cp\u003e• Developing positive attitudes, and “owning” the problem\u003c\/p\u003e  \u003cp\u003e• Managing your time and stress\u003c\/p\u003e  \u003cp\u003e• Supporting computers, networks, smartphones, and tablets\u003c\/p\u003e  \u003cp\u003e• Finding the technical product knowledge you need\u003c\/p\u003e  \u003cp\u003e• Protecting the security of your users, information, and devices\u003c\/p\u003e  \u003cp\u003e• Defining, diagnosing, and solving problems, \u003ci\u003estep by step\u003c\/i\u003e \u003c\/p\u003e  \u003cp\u003e• Writing it up: from incident reports to documentation\u003c\/p\u003e  \u003cp\u003e• Working in teams to meet the goals of the business\u003c\/p\u003e  \u003cp\u003e• Using ITIL to improve the services you provide\u003c\/p\u003e  \u003cp\u003e• Calculating help desk costs, benefits, value, and performance\u003c\/p\u003e  \u003cp\u003e• Taking control of your support career\u003c\/p\u003e  \u003cp\u003ePowerful features make it easier to learn about help desk careers!\u003c\/p\u003e  \u003cp\u003e• Clear introductions describe the big ideas and show how they fit with what you’ve already learned\u003c\/p\u003e  \u003cp\u003e• Specific chapter objectives tell you exactly what you need to learn\u003c\/p\u003e  \u003cp\u003e• Key Terms lists help you identify important terms and a complete Glossary helps you understand them\u003c\/p\u003e  \u003cp\u003e• Author’s Notes and On The Side features help you go deeper into the topic if you want to\u003c\/p\u003e  \u003cp\u003e• Chapter Review tools and activities help you make sure you’ve learned the material\u003c\/p\u003e  \u003cp\u003e \u003c\/p\u003e  \u003cp\u003eExclusive Mind Mapping activities!\u003c\/p\u003e  \u003cp\u003e• Organize important ideas visually–in \u003ci\u003eyour mind\u003c\/i\u003e, in \u003ci\u003eyour words\u003c\/i\u003e \u003c\/p\u003e  \u003cp\u003e• Learn more, remember more\u003c\/p\u003e  \u003cp\u003e• Understand how different ideas fit together\u003c\/p\u003e  \u003cp\u003e \u003c\/p\u003e  \u003cp\u003e \u003c\/p\u003e  \u003cp\u003e \u003c\/p\u003e","brand":"Pearson Education","offers":[{"title":"Default Title","offer_id":47147919868144,"sku":"9780133571851","price":80.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780133571851_p0.jpg?v=1763641083","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780133571851","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}