Introduction to Help Desk Concepts and Skills

Inhaltsverzeichnis Part I - introduction to the help desk: basic help desk concepts; organization and people. Part II - incident management: receiving the incident; processing and resolving the incident. Part III - help desk technology and tools: computer telephony integration; web-based support. Part IV - process integration: performance management; knowledge management; asset and security management; help desk survival guide. Simulation: help desk policy manual; service level agreement; simulation exercises. Appendices: guide to help desk software; help desk resources.

Product details

• Authors: Sanderson, Susan Sanderson, Susan M. Sanderson
• Publisher: Osborne mcgraw-hill
• Languages: English
• Product format: Paperback / Softback
• Released: 06.01.2004
• EAN: 9780078216770
• ISBN: 978-0-07-821677-0
• Dimensions: 213 mm x 275 mm x 15 mm
• Series: Mike Meyer's Computer Skills
• Subjects: Natural sciences, medicine, IT, technology > IT, data processing; Kundendienst, Kundenbetreuung, Service