Effective Help Desk Specialist Skills PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Effective Help Desk Specialist Skills PDF full book. Access full book title Effective Help Desk Specialist Skills by Darril Gibson. Download full books in PDF and EPUB format.
Author: Darril Gibson
Publisher: Pearson IT Certification
ISBN: 0133571858
Category : Computers
Languages : en
Pages : 450
Get Book Here
Book Description
All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. 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 both of the skill sets you’ll need: technical and personal. 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. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together
Author: Darril Gibson
Publisher: Pearson IT Certification
ISBN: 0133571858
Category : Computers
Languages : en
Pages : 450
Get Book Here
Book Description
All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. 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 both of the skill sets you’ll need: technical and personal. 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. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together
Author: Rex Black
Publisher: John Wiley & Sons
ISBN: 0471449342
Category : Computers
Languages : en
Pages : 530
Get Book Here
Book Description
An updated edition of the best tips and tools to plan, build, and execute a structured test operation In this update of his bestselling book, Rex Black walks you through how to develop essential tools and apply them to your test project. He helps you master the basic tools, apply the techniques to manage your resources, and give each area just the right amount of attention so that you can successfully survive managing a test project! Offering a thorough review of the tools and resources you will need to manage both large and small projects for hardware and software, this book prepares you to adapt the concepts across a broad range of settings. Simple and effective, the tools comply with industry standards and bring you up to date with the best test management practices and tools of leading hardware and software vendors. Rex Black draws from his own numerous testing experiences-- including the bad ones, so you can learn from his mistakes-- to provide you with insightful tips in test project management. He explores such topics as: Dates, budgets, and quality-expectations versus reality Fitting the testing process into the overall development or maintenance process How to choose and when to use test engineers and technicians, contractors and consultants, and external test labs and vendors Setting up and using an effective and simple bug-tracking database Following the status of each test case The companion Web site contains fifty tools, templates, and case studies that will help you put these ideas into action--fast!
Author: Alison Green
Publisher: Ballantine Books
ISBN: 0399181822
Category : Business & Economics
Languages : en
Pages : 306
Get Book Here
Book Description
From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
Author: Rasmussen, Karen
Publisher: IGI Global
ISBN: 152250933X
Category : Education
Languages : en
Pages : 495
Get Book Here
Book Description
The majority of adult learners are looking to attain their desired academic credentials within the shortest amount of time possible. By implementing competency-based programs, learners are accelerated through their designed program or course. The Handbook of Research on Competency-Based Education in University Settings is a pivotal reference source for the latest academic research on the use of competency-based testing in higher education institutions. Focusing on innovative practices, strategies, and real-world scenarios, this book is ideally designed for educators, students, administrators, professionals, and academics interested in emerging developments for competency-based education initiatives.
Author: Human Resources Research Organization
Publisher:
ISBN:
Category : Human engineering
Languages : en
Pages : 420
Get Book Here
Book Description
Author: Josh More
Publisher: Syngress
ISBN: 0128009896
Category : Computers
Languages : en
Pages : 265
Get Book Here
Book Description
Whether you want to break into information security, move from one job to another, or transition into management, Breaking into Information Security will help. No other book surveys all the different jobs available in the industry, frankly discusses the positives and negatives of each, and what you need to learn to get into and out of each role. Unlike books that focus on a specific skill set or on how to gain a certification or get a job, this book encompasses the "big picture," including why certifications, if any, are worthwhile for you. In a profession where new career paths aren't always clear, Breaking into Information Security will teach you how to identify where you are in your career today, understand where you wish to go, and provide proven methods to get there. From entry-level jobs to the extremely specific skills needed to be an InfoSec consultant, this book covers it all, including in-job skill building, working within the community, and building your skills after hours. If you are seeking to advance in the highly competitive field of information security, this book will give you the edge you need to break in. - The most practical guide to starting your career in information security, or advancing to the next level - Presented in a "level-up gaming framework for career progression, with a "Learn, Do, Teach approach through three tiers of InfoSec jobs - Provides examples of specific roles and career paths in each job tier so you can identify and max out skills for the role you want - Learn how to advance to management and training roles, as well as the specific skills you need to become an independent consultant - Find out about career "booster paths" to help you advance your career at high speed
Author: Andrew Smith
Publisher: John Wiley & Sons
ISBN: 0470977531
Category : Computers
Languages : en
Pages : 510
Get Book Here
Book Description
An authoritative guide that prepares you for the Strata exam The CompTIA Strata certification relates to computer systems maintenance and is often the stepping stone for progression to CompTIA A+ certification. This study guide offers complete, authoritative coverage of the Strata exam objectives in clear and concise language. With this resource, you'll find all you need to know in order to succeed in the exam. Along with gaining preventative maintenance skills, you will also develop the tools to complete troubleshooting and resolve common issues. Addresses the five key parts of the CompTIA Strata certification Offers thorough coverage of the Strata exam in a clear and concise manner Prepares you for troubleshooting and resolving common user issues Features practical examples, exam highlights, and review questions to enhance your learning experience CompTIA Strata Study Guide is essential reading if you are preparing to take the Strata certification exam.
Author:
Publisher:
ISBN:
Category : Government libraries
Languages : en
Pages : 988
Get Book Here
Book Description
Author:
Publisher:
ISBN:
Category : Education
Languages : en
Pages : 836
Get Book Here
Book Description
Author: Wayne F. Cascio
Publisher: SAGE Publications
ISBN: 1071912070
Category : Business & Economics
Languages : en
Pages : 647
Get Book Here
Book Description
In the Ninth Edition of Applied Psychology in Talent Management, world-renown authors Wayne F. Cascio and Herman Aguinis provide the most comprehensive, future-oriented overview of psychological theories and how they impact people decisions in today′s workplace. Taking a rigorous, evidence-based approach, the new edition includes more than 750 new citations from top-tier journal articles. Integrated coverage of technology, strategy, globalization, and social responsibility throughout the text provides students with a holistic view of the field and equips them with the tools necessary to create productive, enjoyable work environments.
