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Help Desk Practitioner's Handbook By Barbara Czegel

Help Desk Practitioner's Handbook
by Barbara Czegel

In Stock
£3.99
Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The 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.
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Help Desk Practitioner's Handbook Summary


Help Desk Practitioner's Handbook by Barbara Czegel

Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The 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 opportunities Visit our Web site at www.wiley.com/compbooks/

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About Barbara Czegel


BARBARA CZEGEL is President of SIRIUS3, a consulting company that provides Help Desk training and seminars across Canada. She is a member of the Help Desk Institute and the Support Services Association. Her other books include Running an Effective Help Desk, Second Edition, also available from Wiley.

Table of Contents


EXPECTATIONS OF THE BUSINESS. Roles. Focusing on the Business. SUPPORTING THE HELP DESK STRUCTURE. Structure. MANAGING PROBLEMS. When Problems Become Dangerous. Listening to Resolve and Prevent Problems. Getting and Giving Information. Proactive Problem Control. Using Tools. UNDERSTANDING THE BUSINESS OF HELP DESKS. Everything You Need to Know about Performance. Cost Justification Made Easy. Can I Interest You in Marketing? THRIVING IN A HELP DESK ENVIRONMENT. It's All in Your Attitude. Index.

Additional information

GOR001409922
Help Desk Practitioner's Handbook by Barbara Czegel
Barbara Czegel
Used - Very Good
Paperback
John Wiley and Sons Ltd
1999-01-19
432
0471319929
9780471319924
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us.