Sanderson, Susan M. <br/><br/>
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 .
<br/><br/> Accompanying CD-ROM contains the MS Access version of HelpSTAR.  Includes index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>007821677X (pbk.) 9780078216770 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer technical support.<br/>Computer industry--Customer services--Management.
<br/><br/><label>Dewey Class. No.: </label>004.0688  / SAN