Sanderson, Susan M.
Introduction to help desk concepts and skills / Susan M. Sanderson. - Burr Ridge, IL : McGraw-Hill Technology Education, c2004. - xxii, 360 p. : ill. ; 28 cm. + 1 CD-ROM (4 3/4 in.) - Mike Meyers' computer skills .
Accompanying CD-ROM contains the MS Access version of HelpSTAR. Includes index.
Introduction - 1: Introduction to the help desk - 2: Organization and people - 3: Receiving the incident - 4: Processing and resolving the incident - 5: Computer telephony integration - 6: Web-based support - 7: Performance management - 8: Knowledge management - 9: Asset and security management - 10: Help desk survival guide -- Help desk simulation -- Appendix: Introduction to helpstar.
007821677X (pbk.) 9780078216770 (pbk.)
Computer technical support.
Computer industry--Customer services--Management.
004.0688 / SAN
Introduction to help desk concepts and skills / Susan M. Sanderson. - Burr Ridge, IL : McGraw-Hill Technology Education, c2004. - xxii, 360 p. : ill. ; 28 cm. + 1 CD-ROM (4 3/4 in.) - Mike Meyers' computer skills .
Accompanying CD-ROM contains the MS Access version of HelpSTAR. Includes index.
Introduction - 1: Introduction to the help desk - 2: Organization and people - 3: Receiving the incident - 4: Processing and resolving the incident - 5: Computer telephony integration - 6: Web-based support - 7: Performance management - 8: Knowledge management - 9: Asset and security management - 10: Help desk survival guide -- Help desk simulation -- Appendix: Introduction to helpstar.
007821677X (pbk.) 9780078216770 (pbk.)
Computer technical support.
Computer industry--Customer services--Management.
004.0688 / SAN