Help Desk Practitioner's Handbook

Beschreibung

Your complete guide to surviving and thriving as a Help Deskpractitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge andgrowing number of Help Desk analysts, this is your complete guideto becoming a more effective communicator and problem-solver andderiving greater satisfaction from your job. Barbara Czegel, NorthAmerica's most well-known expert on Help Desk support services andtraining, uses dozens of fascinating scenarios and real-worldexamples to illustrate the right (and wrong) ways to handlevirtually every situation you can encounter. She arms you with anarsenal of proven tools of the trade, including: * Eleven effective listening habits that improve your ability tosolve problems * Techniques for increasing the speed and accuracy of problemresolution * Early warning systems and layered strategies for problemcontrol * Tools for reducing calls and eliminating problems before theyoccur * A simple, step-by-step process for doing costjustifications * Methods for turning Help Desk interactions into marketingopportunities Visit our Web site at www.wiley.com/compbooks/

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Barbara Czegel

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Computer Science Datenverarbeitung Informatik Informatik, EDV / Allgemeines, Lexika Information Technologies Informationstechnik Informationstechnologie

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