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E-grāmata: Effective Help Desk Specialist Skills

4.33/5 (6 ratings by Goodreads)
  • Formāts: 456 pages
  • Izdošanas datums: 27-Oct-2014
  • Izdevniecība: Pearson IT Certification
  • Valoda: eng
  • ISBN-13: 9780133571851
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Effective Help Desk Specialist SkillsPalielināt
  • Formāts: 456 pages
  • Izdošanas datums: 27-Oct-2014
  • Izdevniecība: Pearson IT Certification
  • Valoda: eng
  • ISBN-13: 9780133571851
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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 throughhelp 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 coversboth 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, inyour words

• Learn more, remember more

• Understand how different ideas fit together

Introduction 1(5)
Organization of the Text
1(1)
Key Pedagogical Features
2(1)
A Brief Word on Mind Mapping
3(2)
Conclusion
5(1)
Chapter 1 Introduction to Help Desk Support Roles 6(36)
Chapter Outline
7(1)
Objectives
7(1)
Key Terms
7(1)
Understanding the Support Center
8(6)
A Little History
8(1)
The Evolution of the Support Center
9(1)
Understanding an Incident and Incident Management
10(1)
The Role of the Support Center
10(2)
IT Tiers within an Organization
12(2)
The Role of the Help Desk Professional
14(5)
First Line of Support for Users
14(1)
Assessing Problems and Identifying Solutions
14(1)
Recognizing Required Skillsets
15(4)
Understanding Users
19(4)
User Categories
19(2)
Services Provided to Users
21(2)
Typical Incident Process
23(12)
Steps in a Typical Incident Process
23(8)
Tracking Incidents
31(2)
Taking Ownership of Incidents
33(2)
Chapter Review Activities
35(3)
Answer These Questions
35(3)
Answers and Explanations
38(4)
Define the Key Terms
40(1)
List the Words Inside Acronyms
40(1)
Create Mind Maps
41(1)
Define Other Terms
41(1)
Case Studies
41(1)
Chapter 2 Communication Skills 42(38)
Chapter Outline
43(1)
Objectives
43(1)
Key Terms
43(1)
Elements of Communication
44(15)
Verbal versus Non-Verbal Skills
45(5)
Effective Questioning Skills
50(2)
Active Listening Skills
52(2)
Methods to Improve Customer Interactions
54(5)
Recognizing Communication Barriers
59(5)
Filters
60(2)
Previous Contact
62(1)
Cultural Sensitivity
63(1)
Comparing Different Communication Methods
64(2)
In-Person
64(1)
Telephone
64(1)
Text-Only Communications
65(1)
Handling Difficult Situations
66(7)
Expect the Best
67(1)
Common Situations
68(2)
Handling Conflict
70(1)
Defusing Incidents
71(1)
When to Escalate
71(2)
Chapter Review Activities
73(3)
Answer These Questions
73(3)
Answers and Explanations
76(4)
Define the Key Terms
78(1)
List the Words Inside Acronyms
78(1)
Create Mind Maps
78(1)
Case Studies
79(1)
Chapter 3 Personal Skills 80(34)
Chapter Outline
81(1)
Objectives
81(1)
Key Terms
81(1)
Recognizing the Value of Attitude
82(6)
Positive Attitude
82(2)
Attitude versus Aptitude
84(2)
Service Attitude
86(1)
Problem Ownership
87(1)
Managing Stress
88(11)
Distress vs. Eustress
89(1)
Stress and Adrenaline
90(1)
General Adaptation Syndrome
91(1)
Effects of Distress
92(1)
Recognizing Burnout
93(4)
Identifying Stressors
97(1)
Managing Stress
98(1)
Managing Your Time
99(3)
Document, Document, Document
100(1)
Manage Priorities
100(2)
Give Yourself More Time
102(1)
Managing Your Career
102(5)
Career Paths
103(1)
Certifications
104(3)
Chapter Review Activities
107(3)
Answer These Questions
107(3)
Answers and Explanations
110(4)
Define the Key Terms
112(1)
Create Mind Maps
112(1)
Case Studies
112(2)
Chapter 4 Technical Skills 114(44)
Chapter Outline
115(1)
Objectives
115(1)
Key Terms
115(1)
Working with Personal Computers
116(15)
Reviewing PC Hardware
116(11)
Understanding Firmware
127(2)
Understanding PC Operating Systems
129(2)
Supporting Software Applications
131(1)
Working with Networks
131(10)
Introducing Protocols
132(1)
Understanding Common Network Components
133(8)
Working with Mobile Devices
141(5)
Comparing Operating Systems
142(1)
Comparing App Stores
143(1)
Configuring Email
143(1)
Implementing Security on Mobile Devices
144(1)
Comparing Landscape Modes to Portrait Modes
145(1)
Understanding the Product
146(4)
Getting Certified
146(3)
Continuous Learning
149(1)
Chapter Review Activities
150(3)
Answer These Questions
150(3)
Answers and Explanations
153(5)
Define the Key Terms
155(1)
List the Words Inside Acronyms
155(1)
Create Mind Maps
156(1)
Define Other Terms
156(1)
Case Studies
156(2)
Chapter 5 Security Skills 158(36)
Chapter Outline
159(1)
Objectives
159(1)
Key Terms
159(1)
Protecting IT Resources
160(5)
Introducing the Security Triad
161(1)
Protecting Confidentiality
161(2)
Protecting Integrity
163(1)
Protecting Availability
164(1)
Understanding Malware
165(8)
Replicating Malware
169(2)
Recognizing Malware Symptoms
171(1)
Protecting Against Malware
172(1)
Removing Malware
173(1)
Managing Risk
173(14)
Recognizing Threats
176(8)
Identifying Vulnerabilities
184(1)
Implementing Security Controls
185(2)
Chapter Review Activities
187(3)
Answer These Questions
187(3)
Answers and Explanations
190(4)
Define the Key Terms
192(1)
List the Words Inside Acronyms
192(1)
Create Mind Maps
193(1)
Define Other Terms
193(1)
Case Studies
193(1)
Chapter 6 Troubleshooting Skills 194(32)
Chapter Outline
195(1)
Objectives
195(1)
Key Terms
195(1)
Recognizing Key Troubleshooting Steps
196(11)
Identifying the Problem
197(2)
Establishing a Theory of Probable Cause
199(1)
Testing the Theory to Determine the Cause
199(4)
Establishing a Plan of Action to Resolve the Problem
203(1)
Implementing the Solution or Escalating if Necessary
203(2)
Verifying Full System Functionality
205(1)
Documenting Findings, Actions, and Outcomes
206(1)
Following Standard Operating Procedures (SOPs)
207(7)
Using Troubleshooting Guides
208(2)
Using Software to Solve Incidents
210(4)
Understanding Problem-Solving Skills
214(6)
Critical Thinking Skills
214(2)
Types of Thinking
216(2)
Making Decisions
218(2)
Chapter Review Activities
220(3)
Answer These Questions
220(3)
Answers and Explanations
223(3)
Define the Key Terms
225(1)
List the Words Inside Acronyms
225(1)
Create Mind Maps
225(1)
Case Studies
225(1)
Chapter 7 Writing Skills 226(34)
Chapter Outline
227(1)
Objectives
227(1)
Key Terms
227(1)
Comparing Writing Styles
228(5)
Comparing Active Writing to Passive Writing
230(1)
Using Short Sections
231(1)
Using Stories and Analogies
232(1)
Avoiding Absolutes
232(1)
Using Pronouns
233(1)
Understanding Technical Writing
233(7)
Knowing Your Audience
234(1)
Planning
234(1)
Following the Process
235(4)
Spelling Out Prerequisites
239(1)
Writing for Customers
240(10)
Following the 3-30-30 Rule
241(1)
Contributing to Web Pages
241(1)
Creating FAQs
242(1)
Writing Tutorials
243(3)
Contributing to Brochures
246(2)
Contributing to Newsletters
248(1)
Writing White Papers
248(1)
Writing Technical Manuals
249(1)
Writing for Internal Personnel
250(3)
Comparing Internal Documents to External Documents
250(1)
Using a Knowledge Base
251(1)
Documenting Incidents
251(2)
Chapter Review Activities
253(3)
Answer These Questions
253(3)
Answers and Explanations
256(4)
Define the Key Terms
258(1)
List the Words Inside Acronyms
258(1)
Create Mind Maps
258(1)
Case Studies
258(2)
Chapter 8 Training Skills 260(50)
Chapter Outline
261(1)
Objectives
261(1)
Key Terms
261(1)
Effective Training Skills
262(17)
Attitude
263(2)
Skills and Techniques
265(13)
Understanding Your Subject Matter
278(1)
Steps Involved in Training
279(20)
Understanding How People Learn
279(1)
Understanding Why Adults Learn
280(1)
Developing a Course
281(5)
Creating Training Materials
286(4)
Delivering the Training
290(9)
One-on-One Training vs. Group Training
299(5)
Training Computer Users
299(2)
Training Help Desk Personnel
301(3)
Chapter Review Activities
304(3)
Answer These Questions
304(3)
Answers and Explanations
307(3)
Define the Key Terms
308(1)
List the Words Inside Acronyms
309(1)
Create Mind Maps
309(1)
Define Other Terms
309(1)
Case Studies
309(1)
Chapter 9 Business Skills 310(40)
Chapter Outline
311(1)
Objectives
311(1)
Key Terms
311(1)
Reviewing Core Business Skills
312(14)
Communicating Effectively in the Business
312(1)
Writing Skills in the Business
313(1)
Understanding Presentation Skills in the Business
314(2)
Solving Problems in the Business
316(2)
Working with Customers
318(1)
Managing Projects in the Business
318(5)
Managing Conflict
323(2)
Maintaining Your Personal Appearance
325(1)
Shaping the Business
326(6)
Creating Vision Statements
327(1)
Creating Mission Statements
328(1)
Identifying Values
329(3)
Aligning the Business
332(2)
Governing IT
333(1)
Comparing a Cost Center to a Profit Center
333(1)
Understanding ITIL
334(9)
Defining an ITIL Service
335(1)
Tracking Services Through Their Lifecycle
335(1)
Understanding ITIL Certifications
336(2)
Understanding ITIL Is Not All or Nothing
338(1)
Understanding Service Level Agreements
339(1)
Using Good Practices
340(1)
Understanding the ITIL Service Desk
341(1)
Comparing ITIL to ITL
341(2)
Chapter Review Activities
343(3)
Answer These Questions
343(3)
Answers and Explanations
346(4)
Define the Key Terms
348(1)
List the Words Inside Acronyms
348(1)
Create Mind Maps
349(1)
Define Other Terms
349(1)
Case Studies
349(1)
Chapter 10 Calculating Help Desk Value 350(36)
Chapter Outline
351(1)
Objectives
351(1)
Key Terms
351(1)
Calculating Value with Performance Metrics
352(15)
Measuring the Performance of Your Help Desk
352(10)
Analyzing Trends
362(1)
Capturing Statistics with Computer Telephony Integration
363(1)
Comparing Intrinsic Motivation to Extrinsic Motivation
364(3)
Identifying Help Desk Costs
367(5)
Personnel Costs
368(1)
Hardware Costs
368(1)
Software Costs
368(1)
Facility Costs
369(1)
Overhead Costs
370(1)
Budgeting
370(1)
Calculating Cost per Ticket
370(2)
Creating a Cost Benefit Analysis (CBA)
372(7)
Comparing Tangibles and Intangibles
373(1)
An Example CBA
373(4)
Calculating Return on Investment (ROI)
377(2)
Chapter Review Activities
379(3)
Answer These Questions
379(3)
Answers and Explanations
382(4)
Define the Key Terms
383(1)
List the Words Inside Acronyms
384(1)
Create Mind Maps
384(1)
Define Other Terms
384(1)
Case Studies
384(2)
Appendix 386(2)
Glossary 388(12)
Index 400
Darril Gibson is the CEO of YCDA, LLC (short for You Can Do Anything). He regularly writes and consults on a wide variety of technical and security topics and holds several certifications including MCSE, MCDBA, MCSD, MCITP, ITIL v3, Security+, and CISSP. He has authored or coauthored more than 30 books including the best-selling Security+: Get Certified, Get Ahead series. Darril regularly blogs at http://blogs.getcertifiedgetahead.com/.
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