Help Desk Manager - Complete Certification Kit - Bookswagon
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Book 1
Book 2
Book 3
Home > Computing and Information Technology > Information technology: general topics > Help Desk Manager - Complete Certification Kit: Essential Study Guide and Elearning Program - Second Edition
Help Desk Manager - Complete Certification Kit: Essential Study Guide and Elearning Program - Second Edition

Help Desk Manager - Complete Certification Kit: Essential Study Guide and Elearning Program - Second Edition


     0     
5
4
3
2
1



Out of Stock


Notify me when this book is in stock
X
About the Book

- What are the most common mistakes made by Help Desk/Service Desk Managers?- What's the trick to running a call center or help desk that is Great? - How to Create value from a Help Desk standpoint - What help desk and support system you recommend for an IT service department? - How do you measure and report staff and team performance? - What should you look for in a Help Desk/Trouble Ticketing System Regardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population. To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform. This study guide and its accompanying online learning program book focuses on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes. This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam. Contents - Hiring The Right Staff - Topgrading - Coaching: The Topgrading-Based Model - Team Building - Motivating Your Workforce - Conducting Effective Performance Reviews - Staff Retention - It Service Management - The Service Lifecycle - Service Delivery Principles - Service Operation Principles - Service Operation Processes - Selecting / Configuring Help Desk Tools - Review Questions


Best Sellers


Product Details
  • ISBN-13: 9781743048078
  • Publisher: Emereo Pty Ltd
  • Publisher Imprint: Emereo Pty Ltd
  • Height: 246 mm
  • No of Pages: 182
  • Spine Width: 10 mm
  • Weight: 336 gr
  • ISBN-10: 1743048076
  • Publisher Date: 05 Aug 2011
  • Binding: Paperback
  • Language: English
  • Returnable: N
  • Sub Title: Essential Study Guide and Elearning Program - Second Edition
  • Width: 189 mm


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Help Desk Manager - Complete Certification Kit: Essential Study Guide and Elearning Program - Second Edition
Emereo Pty Ltd -
Help Desk Manager - Complete Certification Kit: Essential Study Guide and Elearning Program - Second Edition
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Help Desk Manager - Complete Certification Kit: Essential Study Guide and Elearning Program - Second Edition

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    Fresh on the Shelf


    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!