000			01376cam a2200265 a 4500
001			vtls003055391
003			MY-SjTCS
005			20200306170642.0
008			110218s2004 ilua 001 0 eng d
020			_a007821677X (pbk.)
020			_a9780078216770 (pbk.)
039		9	_a201102181710 _bVLOAD _c200709171357 _dpushpa _y200709101457 _zmalathy
082	0	4	_a004.0688 _bSAN
100	1		_aSanderson, Susan M. _9288937
245	1	0	_aIntroduction to help desk concepts and skills / _cSusan M. Sanderson.
260			_aBurr Ridge, IL : _bMcGraw-Hill Technology Education, _cc2004.
300			_axxii, 360 p. : _bill. ; 28 cm. + _e1 CD-ROM (4 3/4 in.)
440		0	_aMike Meyers' computer skills _9211850
500			_aAccompanying CD-ROM contains the MS Access version of HelpSTAR.
500			_aIncludes index.
505	0		_aIntroduction - 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.
650		0	_aComputer technical support. _9288938
650		0	_aComputer industry _xCustomer services _xManagement. _9288939
920			_aTCHT : 666394, CD338
999			_c64325 _d64325