{"product_id":"9781486432400","title":"Help Desk Manager - Complete Certification Kit: Develop the skills required to manage a high-performing Help Desk, its team, balance workloads and improve efficiency","description":"- What are the most common mistakes made by Help Desk\/Service Desk Managers?\u003cbr\u003e\u003cp\u003e\u003cbr\u003e- What's the trick to running a call center or help desk that is Great?\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- How to Create value from a Help Desk standpoint\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- What help desk and support system you recommend for an IT service department?\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- How do you measure and report staff and team performance?\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- What should you look for in a Help Desk\/Trouble Ticketing System\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003eRegardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population. \u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003eTo assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003eThis study guide and its accompanying online learning program book focuses on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes.\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003eThis certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam.\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003eContents\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Hiring The Right Staff \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Topgrading \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Coaching : The Topgrading-Based Model \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Team Building \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Motivating Your Workforce \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Conducting Effective Performance Reviews \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Staff Retention \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- It Service Management \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- The Service Lifecycle \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Service Delivery Principles \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Service Operation Principles \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Service Operation Processes \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Selecting \/ Configuring Help Desk Tools \u003c\/p\u003e\u003cp\u003e\u003cbr\u003e- Review Questions \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e","brand":"Emereo Publishing","offers":[{"title":"Default Title","offer_id":47142275252464,"sku":"9781486432400","price":79.96,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781486432400_p0.jpg?v=1763635610","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781486432400","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}