Help Desk Handbook - Couverture souple

Czegel, Barbara

Couverture souple

ISBN 10 : 0471319929 ISBN 13 : 9780471319924

Editeur : John Wiley & Sons Inc, 1998

Synopsis

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/

A propos du livre

À propos de l'auteur

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.

Détails de l'édition

• Éditeur: John Wiley & Sons Inc
• Date d'édition: 1998
• Langue: anglais
• ISBN 10: 0471319929
• ISBN 13: 9780471319924
• Reliure: Broché
• Nombre de pages: 432
• Coordonnées du fabricant: JOSSEY-BASS; https://www.wiley.com/en-us; ; 111 River Street; Hoboken; NJ; 7030; Etats-Unis
• Personne responsable: non disponible