Introduction to help desk concepts and skills / Susan M. Sanderson.
By: Sanderson, Susan M
.
Series: Mike Meyers' computer skills. Publisher: Burr Ridge, IL : McGraw-Hill Technology Education, c2004Description: xxii, 360 p. : ill. ; 28 cm. + 1 CD-ROM (4 3/4 in.).ISBN: 007821677X (pbk.); 9780078216770 (pbk.).Subject(s): Computer technical support | Computer industry -- Customer services -- ManagementDDC classification: 004.0688 | Item type | Current location | Call number | Copy number | Status | Notes | Date due | Barcode |
|---|---|---|---|---|---|---|---|
| Accompanying Material (Media Resource) | Taylor's Library-TU | 004.0688 SAN (Browse shelf) | 1 | Available | SHTEx,30010,03,AD | 1000809376 |
Browsing Taylor's Library-TU Shelves Close shelf browser
| 004.0687 HAL Information technology outsourcing transactions : | 004.0687 HAL Information technology outsourcing transactions : | 004.0687 HAL Information technology outsourcing transactions : | 004.0688 SAN Introduction to help desk concepts and skills / | 004.07 Improving computer science education | 004.07 RAC GCSE Information Technology / | 004.07 SHE Computer studies a first course / |
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.