A Guide to Service Desk Concepts
Provides real-world computer support examples, case studies, and exercises throughout.  Details the four integrated components of a successful Help Desk: people, processes, technology, and information, in separate chapters.  Written by a leading Help Desk consultant and trainer, former Help Desk support engineer, service engineer, and service manager.  Covers Customer Relationship Management initiatives, remote support, use of Web-based technologies, skills needed to communicate via the Web, and telephony advances.  Focuses on personal workspace setup, demonstrating how readers can arrange a comfortable workspace and improve their performance and success.--This text refers to an out of print or unavailable edition of this title.