Help desk practitioner's handbook / Barbara Czegel.

By:

Czegel, Barbara, 1953-

Material type: Text

TextPublication details: New York : John Wiley, c1999.Description: xxiii, 400 p. : ill. ; 24 cmISBN:

0471319929 (alk. paper)
9780471319924 (alk. paper)

Subject(s):

DDC classification:

004.0688 CZE

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Standard Loan	Moylish Library Main Collection	004.0688 CZE (Browse shelf(Opens below))	1	Available		39002100694166

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Enhanced descriptions from Syndetics:

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.

Includes bibliographical references and index.

Table of contents provided by Syndetics

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

Author notes provided by Syndetics

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.