Help Desk Practitioner's Handbook
Your complete guide to surviving and thriving as a Help Desk practitionerHelp Desk Practitioner's HandbookThe only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including:* Eleven effective listening habits that improve your ability to solve problems* Techniques for increasing the speed and accuracy of problem resolution* Early warning systems and layered strategies for problem control* Tools for reducing calls and eliminating problems before they occur* A simple, step-by-step process for doing cost justifications* Methods for turning Help Desk interactions into marketing opportunitiesVisit our Web site at www.wiley.com/compbooks/