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All of today's help desk support skills, in one easy-to-understand book
The perfect beginner's guide: No help desk or support experience necessary
Covers both "soft" personal skills and "hard" technical skills
Explains the changing role of help desk professionals in the modern support center
Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you'll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You'll even learn how to manage a help desk, so it works better and delivers more value.
Coverage includes:
Powerful features make it easier to learn about help desk careers!
Exclusive Mind Mapping activities!
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