Help Desk Practitioner's Handbook

Overview

Your complete guide to surviving and thriving as a Help Desk practitioner
Help Desk Practitioner's Handbook
The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses...

See more details below
Paperback
$44.69
BN.com price
(Save 31%)$65.00 List Price
Other sellers (Paperback)
  • All (24) from $1.99   
  • New (7) from $14.95   
  • Used (17) from $1.99   
Sending request ...

Overview

Your complete guide to surviving and thriving as a Help Desk practitioner
Help Desk Practitioner's Handbook
The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including:
* Eleven effective listening habits that improve your ability to solve problems
* Techniques for increasing the speed and accuracy of problem resolution
* Early warning systems and layered strategies for problem control
* Tools for reducing calls and eliminating problems before they occur
* A simple, step-by-step process for doing cost justifications
* Methods for turning Help Desk interactions into marketing opportunities
Visit our Web site at www.wiley.com/compbooks/

Read More Show Less

Product Details

  • ISBN-13: 9780471319924
  • Publisher: Wiley
  • Publication date: 12/30/1998
  • Edition number: 1
  • Pages: 432
  • Product dimensions: 9.25 (w) x 7.50 (h) x 0.89 (d)

Meet the Author

BARBARA CZEGEL is President of SIRIUS3, a consulting company that provides Help Desk training and seminars across Canada. She is a member of the Help Desk Institute and the Support Services Association. Her other books include Running an Effective Help Desk, Second Edition, also available from Wiley.

Read More Show Less

Table of Contents

EXPECTATIONS OF THE BUSINESS.

Roles.

Focusing on the Business.

SUPPORTING THE HELP DESK STRUCTURE.

Structure.

MANAGING PROBLEMS.

When Problems Become Dangerous.

Listening to Resolve and Prevent Problems.

Getting and Giving Information.

Proactive Problem Control.

Using Tools.

UNDERSTANDING THE BUSINESS OF HELP DESKS.

Everything You Need to Know about Performance.

Cost Justification Made Easy.

Can I Interest You in Marketing?

THRIVING IN A HELP DESK ENVIRONMENT.

It's All in Your Attitude.

Index.

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)