Introduction to Help Desk Concepts and Skills

ISBN-10: 007821677X
ISBN-13: 9780078216770
Edition: 2004
Authors: Susan Sanderson
List price: $153.33
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Description: This textbook is intended for students studying for AS degrees in computer information systems or information technology, or for secondary programs teaching vocational/technical programs, with varying degrees of computer knowledge who are training  More...

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Book details

List price: $153.33
Copyright year: 2004
Publisher: McGraw-Hill Higher Education
Publication date: 9/17/2003
Binding: Mixed Media
Pages: 464
Size: 8.25" wide x 10.50" long x 0.75" tall
Weight: 1.738
Language: English

This textbook is intended for students studying for AS degrees in computer information systems or information technology, or for secondary programs teaching vocational/technical programs, with varying degrees of computer knowledge who are training for jobs in desktop support and help desks.

Susan M. Sanderson, senior technical writer for Chestnut Hill Enterprises, Inc., has developed successful products for McGraw-Hill for more than 13 years. She has authored all Windows-based editions of Computers in the Medical Office. She has also written Patient Billing, Capstone Billing Simulation, and MediSoft simulations for other medical office/insurance programs. Susan has experience in working with instructors to site-test materials and has provided technical support to McGraw-Hill customers. Susan has experience in business training, instructional design, and computer-based presentations. She is a graduate of Drew University, with further study at Columbia University.

Foreword
Introduction
Introduction to the Help Desk
Origins of the Help Desk
What Is a Help Desk?
Support for Users
Technologies in Use
Characteristics of Users
Experience with Technology
Exposure to Technology
Reliance on Technology
Common User Problems
Hardware Problems
Software Problems
Network Problems
Security Problems
Operating System Problems
Components of a Successful Help Desk
People Skills
Process Management
Help Desk Tools
Measuring Help Desk Performance
Objective Measures
Customer Satisfaction
Organization and People
Help Desk Location
Centralized
Decentralized
Help Desk Structure
Pool
Dispatch
Tiered
Specialized Structure
Method Structure
Outsourcing
Reasons for Outsourcing
Advantages and Disadvantages of Outsourcing
Outsourcing and Job Opportunities
Help Desk Careers
Career Stages
Position Requirements
Certification
Position Certification
Product Certifications
Information Technology Career Paths
Help Desk Management
Network Engineering
Quality Assurance
Software Engineering
Database Administration
Project Management
Web Production and Development
Guidelines for Career Advancement
Receiving the Incident
Receiving the Incident
Becoming Aware of the Problem
Contacting the Help Desk
Authenticating the Problem and Verifying the User
Logging the Call
Screening the Call
Prioritizing the Call
The Listening Process
Receiving the Message
Interpreting the Message
Evaluating the Message
Responding to the Message
Help Desk Challenges
Handling Emotions
Ignoring Distractions
Dealing with Different Levels of Knowledge
Communicating by Telephone
Varied Communication Styles
Guidelines for Effective Communication
Listening to the Caller
Communicating with the Caller
Barriers to Effective Communication
The Origin of Problems
Caller Responses to Avoid
Processing and Resolving the Incident
Step 1: Identifying the Problem
Collect Data
Rule Out the Obvious
Step 2: Determining the Cause of the Problem
Open-Ended and Closed-Ended Questions
Replication
Root Cause Analysis
Step 3: Generating Options
Brainstorming
Thinking Outside the Box
Step 4: Evaluating and Prioritizing Options
Module Replacement
Hypothesis Testing
Configuration Management
Step 5: Determining a Course of Action
Decision Making
Problem-Solving Challenges
Stressful Situations
Diverse User Base
Problem Ownership
Responsibilities
Notification
Escalating Problems
Escalation Policies
Nontechnical Escalation
Dealing with Difficult Users
The Angry Caller
The Abusive Caller
The Talkative User
Resolving Calls
Closing Calls
Determining User Satisfaction
Following-up
Documenting Calls
Information and Knowledge
Benefits of Documenting Calls
Computer Telephony Integration
The Need for Automation
Private Branch Exchange (PBX)
Centrex Systems
Automated Call Distributors
Call Routing
Methods for Routing Calls
Data Collection
Interactive Voice Response
Voice Applications
Voice over Interner Protocol (voIP)
Speech Recognition
Convert Speech to Text
Collect Caller Information
Assistance for People with Motor Skill Impairments
Obtain Status of Most Recent Open Request
Authenticate Callers
Computer Telephony Integration (CTI)
Widespread Availability
Features and Benefits
Advantages of CTI
Web-Based Support
Self-Service Support
Evolution of Self-Service Support
Advantages of Self-Service Support
Characteristics of an Effective Support Web Site
Problems Suited to Self-Service Solutions
Progressive Support Options
Automated Help
Self-Service
Real-Time Assisted Support
Delayed Assisted Support
Web-Based Support Tools
Automated Support: Self-Healing Programs
Self Service: Knowledgebase
Self-Service: Frequently Asked Questions (FAQs)
Self-Service: Online Documentation
Real-Time Assisted Support: Live Chat
Real-Time Assisted Support: Remote Control Programs
Delayed Assisted Support: E-mail
Delayed Assisted Support: Discussion Forums
Web-Based Support: Benefits and Challenges
Benefits
Challenges
Performance Management
Service Level Agreements
Characteristics of Effective Service Level Agreements
Benefits of Service Level Agreements
Performance Metrics
Using Metrics
Sources of Data
Interpreting Metrics
Reviewing Performance and Reporting Results
Reviewing and Revising Performance Metrics
Customer Satisfaction
Measuring Customer Satisfaction
Communicating Results
Call Monitoring
Monitoring Formats
Characteristics of an Effective Call Monitoring System
Quality Versus Cost
Determining Operating Costs
Interpreting Cost per Call
Knowledge Management
Benefits of Knowledge Management
Decreased Call Volume
Shared Expertise
Reduced Training Time
Reusable Solutions
Enriched Job Content
Personal Empowerment
Continuous Improvement
Characteristics of an Effective Knowledge Base
Easy to Use
Simple to Maintain
Relevant
Accessible
Proactive and Reactive Knowledge Management
Reactive Knowledge Management
Proactive Knowledge Management
Components of Knowledge Based Solutions
Situation
Analysis
Information
Resolution
Knowledge Management Processes
Capture
Structure
Review
Release and Maintain
Knowledge Base Search Methods
Keyword Search Engine
Natural-Language Processing
Expert Systems
Case-Based Reasoning
Knowledge Management Metrics
Development of New Metrics
Reevaluation of Existing Metrics
Barriers to Effective Knowledge Management
Fear of Job Loss
Fear of Losing Value to the Organization
Fear of Change
New Opportunities
Asset and Security Management
Asset Management
Challenges of IT Asset Management
Benefits of IT Asset Management
Tracking Assets
Collecting Asset Information
Accessing the Database
Asset Management and the Help Desk
Availability of Configuration Information
Accuracy of Information
Prevention of Widespread Problems
Remote Diagnosis of Problems
Detection of Unauthorized Software
Determination of Total Cost of Ownership
Implementation of Change Requests
Tracking of Warranty and Maintenance Information
Threats to Computer Security
Sources of Security Threats
Physical Security
Network Security
Security Processes
Identifying Assets
Assessing Security Needs and Risks
Preparing for Security Violations
Monitoring Networks and Their Use
Responding to Incidents
Additional Security Measures
Backups
User Awareness and Education
Disaster Recovery
Help Desk Survival Guide
Stress in the Workplace
Burnout
Responses to Stress
Good Stress, Bad Stress
Symptoms of Stress
Physiological Symptoms
Psychological Symptoms
Behavioral Symptoms
Sources of Stress in the Workplace
Time Pressure
Workload
Threats to Job Security
Interpersonal Interactions
Workplace Environment
Information Overload
The Challenge of Change
Resisting Change
Viewing Change as Opportunity
Creating a Positive Work Environment
Organizational Efforts
Individual Efforts
Techniques for Managing Stress
Help Desk Simulation
Introduction to HelpStar
Glossary
Index

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