Download or read book A Beginner s Guide To Understanding Technical Support written by Jose D. Afable and published by iUniverse. This book was released on 2002 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Beginner's Guide To Understanding Technical Support is a unique guide designed for anyone wishing to venture into the field of technical support. This book will provide a basic understanding of the processes, entities, and issues within a support organization so that anyone wishing to know more about the support organization functions or wanting to pursue a career in this area receives the information they need to make their informed decision.

Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2012-03-01 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition. This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position.Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows® 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process.Leading professional software HelpSTAR® and Microsoft® Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition to reinforce the knowledge and skills your students need for success in today's user-support positions.

Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2009-09-16 with total page 592 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Download or read book Groupware written by Robert Johansen and published by . This book was released on 1988 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the "personal computer" expands into the "interpersonal computer", this ground-breaking book shows how groupware can revolutionize the task-focused deadline-driven work of business teams.

Download or read book 24 7 Tech Support Guide Lifeline of Every Tech Savvy written by DigitalBulls and published by Digitalbulls Inc. This book was released on 2018-02-06 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt: Regarding technical support several questions always around in our mind and we always try to find out the solutions for that just like:- 1. What Are Technical Support Services 2. Quick View of Common Tech Support Services 3. Tech Support Services Explained 4. Different Ways to Get Tech Support Services 5. Benefits of Computer Technical Support

Download or read book Computer Service and Repair written by Richard M. Roberts and published by Goodheart-Wilcox Publisher. This book was released on 2002-04 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Computer Service and Repair presents the most up-to-date information in the rapidly changing world of computers and their software. The text teaches the practices and principles needed to pass the A+ Certification exam, as well as to build, upgrade, and troubleshoot your personal PC. The text is written for students with limited or no PC technical experience as well as for PC technicians with limited formal training. Each chapter covers the latest in hardware and software as well as legacy items that may be found in the field. Chapters cover all the major areas of the PC; an additional three-chapter section is devoted to networking. Laboratories are found in both the text and the Laboratory Manual for the important hands-on training needed for this field. This textbook is an ideal starting point for anyone who wishes to enter the field of PC repair and support.

Download or read book Help Desk Management How to run a computer user support Service Desk effectively written by Wayne Schlicht and published by Build a Help Desk Consulting LLC. This book was released on 2019-09-29 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today

Download or read book The Complete Guide to Customer Support written by Joe Fleischer and published by CRC Press. This book was released on 2002-01-04 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t

Download or read book IT Problem Management written by Gary S. Walker and published by Prentice Hall Professional. This book was released on 2001 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface In the past three decades, businesses have made staggering investments in technology to increase their productivity and efficiency. The technological infrastructure of these companies has become increasingly sophisticated and complex. Most companies today are extremely dependent on their technological infrastructure. Operating without it is like trying to run a business without a telephone or electricity. Businesses depend on their technology at least as much as, perhaps more than, any other utility. However, unlike the telephone and electric industries, technology has not had the benefit of 100 + years to mature under the control of a handful of companies. Thousands of companies contribute to technology, each doing whatever they think will sell the best. Extreme and rapid innovation is the rule, not the exception. Change is the rule, not the exception. The resulting complexity has posed a new challenge for companies: how to realize the potential and anticipated benefits of the investments in an environment of constant change. Businesses are so reliant on technology that they need it to operate as reliably, consistently, and universally as the telephone and electricity. We are a long way from achieving that level of service. Businesses face rising costs because of constant failures that result in lost productivity. It is very difficult and expensive to find the resources with the expertise to manage and repair their infrastructures. It is extremely difficult and expensive to keep those resources trained to manage a constantly evolving environment. But guess what. There is no choice but to invest in technology, because it has to be done. Business cannot stop investing in technology or they will be crushed by the competition. So what have they done? They have standardized to limit the diversity, the expertise required, and the problems associated with diversity. They have striven to make the infrastructure as reliable as the telephone and to keep employees productive. And they have created a team that has the skills, the facilities, and the charter to fix existing problems and reduce future problems. That team is the service center, and this book shares how the best of those teams are doing just that. Technology impacts more than just a business's internal operations. What about the company's customers? They often need support, as well. More companies are realizing the value of providing quality service to its customers. Some studies have indicated that keeping a customer costs one-tenth the price of getting a new one, while the return business from satisfied customers count for substantially more than one-tenth of a company's revenue. It makes good economic sense to spend money on keeping existing clients satisfied. For many companies, that means providing customers with quality support for the products and services they purchase. So who in the company provides that service? You guessed it—the service center. What is a service center? It is an organization whose charter and mission are to provide support services to internal or external customers, or to both. It is a concentration of expertise, processes, and tools dedicated to taking customers' requests and fulfilling them in a timely and cost-effective manner, leaving the customer delighted with the experience. A service center has a defined range of service offerings, from fixing problems to providing value-added services, and everything in between. This book is intended to help a company set up that service center and deliver those services cost effectively. The book focuses on structuring the organization and building the processes to move service requests efficiently and effectively through the organization to deliver quality service to the customer. It discusses the pitfalls that afflict many service centers and offers techniques and solutions to avoid those pitfalls. The book discusses the tools available to help a service center manage its business and deliver high quality cost-effective services to customers. The traditional help desk is still around, but many have evolved into service centers. As more businesses are faced with increasing technology costsand increasing pressure to be productive and efficient internally—while delighting external customers—many more help desks will be forced to evolve. For a well-run help desk, the evolutionis natural and not overly difficult. Most help desks were originally designed to provide one type of service, technical support. Help desks traditionally helped customers by fixing their problems and answering their questions. The help desk concentrated technical expertise, problem management processes, and tools to track and resolve customer problems, answer customer questions, and deliver that support as cost effectively as possible. Many help desks have done this quite successfully, and many have not. As their companies reengineer and look to streamline operations, many company executives have asked the simple question, "Today, you provide one type of service—technical support. How hard would it be to add additional services?" It's a fair question, because the help desk already takes service requests, tracks them, makes delivery commitments to customers, delivers the services, and charges the customers. The organization, the processes, the tools are in place. The evolution usually starts small, with simple, technology-related, value-added services, such as ordering PCs. You need a PC, contact the help desk. They'll figure out what you need, order it, track the order, install it when it arrives, and then support you if you have any questions. Voila, the help desk is now providing value-added services. Since you are ordering the equipment and maintaining and fixing it all the time, how about keeping track of it? No one else does. Again, voila, you're providing a value-added asset management service. Since you have all of that valuable information, can you report on it quarterly to the insurance and risk anagement department and the finance and accounting group? Yep, another—value added service. Hey, you guys are pretty good at this stuff. We need computer training. Can you make arrangements for that and then handle the scheduling? Its happened. You are no longer just a help desk—you are a service center, offering both traditional help desk support and value-added services to your customers. This goes along for a while, and you tweak the processes and improve your delivery capability. Then, someone in the company gets the idea that a single point of contact for many internal services would be handy, and since you're already capable of handling value-added servicesand you do it so well, you should consider handling many more. That certainly sounds reasonable. For example, how about a service for new employees. Instead of the HR department contacting the telecom department, the help desk, and the facilities department every time a new employee is hired, why don't they just contact the service center and let them coordinate the rest. Like magic, you've added a service called New Employee Setup, or maybe even better, Amaze the New Employee. You gather the vital information—her name, who she works for, when she starts, what budget to charge, where she'll be sitting. You order her PC, you contact telecom to set up her phone and voice mailbox, and you contact facilities to set up her workspace. Then, you notify security and set up her appointment to get a badge, you schedule her into the next orientation class, and you schedule her in the next "PC and Networking in Our Company" class. Finally, you generate the standard welcome-on-board letter that tells her the classes she is scheduled for and where they are located. You have standard attachments that explain how to use the phone and how to log on to the PC, and most importantly, how to reach the service center. You email the package to HR, who is merely awaiting her arrival, secure in the knowledge that all is well, everything is ready, and that the new employee will be duly impressed with her new company. Just as you do with the problems you handle, you follow up on this service to make sure the work is done on time. Now your follow-up includes telecom and facilities, who essentially act like any other tier 2 group. Instead of generating a trouble ticket, you generate a tracking ticket, which is associated with another new type of ticket, a work order. One work order is sent to telecom and another to facilities. The new tracking ticket looks amazingly similar to a trouble ticket. It has the same contact information—the customer name and location, the desired delivery date, the name of the agent who took the order, when the order was placed, the current status, and who else is involved. Work order tickets really aren't much different than a traditional trouble ticket to dispatch, for example, a hardware support technician that includes information on where to go, what needs to be done, when it needs to be done, who is handling it, its current status and priority, and so on. The work order ticket even goes into a queue, just like a problem ticket dispatched to any tier 2 support group. And just as with trouble tickets, you have processes and tools in place to escalate the tracking and work order tickets, and to send notifications if there is a problem or if more work to be done. The entire process is, logically, very similar to managing problems. The information must be tracked, people are assigned to do the work, the work is prioritized, time commitments are in place, processes are in place to handle work that can't be done in the agreed upon time frame, additional levels of expertise are available to handle difficulties. Perhaps most importantly, it is all initiated, tracked, and closed centrally. Many help desks resist this evolution. If their house is not in order and they are struggling to handle technical support, they should resist. Get the technical support in order first. Work on your problem management processes and take advantage of your existing tools. When your problem management processes are working, they'll work just as well for other value-added services. That is the secret. If you can make and meet time commitmentsfor technical support to customers, you can easily add new value-added services to your repertoire. Value-added services are like the simplest, most common, recurring problems your customers call about. They're easy because the request is common, so everyone is familiar with it. The solution is known; its predefined. Processes to deliver the solution are already in place. Processes to deal with unexpected complications are already defined and in use. Simple. You have the tools, the people, the processes, the organization, and the experience. Overview This book was written because problem management is one of the most important processes for any IT organization. Yet, of the hundreds of companies we have worked with, it is most often not done well. It seems that many companies consider problem management only as an afterthought, a necessary evil, overhead, or worse, all of the above. So what is problem management? Problem management is a formal set of processes designed and implemented to quickly and efficiently resolve problems and questions. Those problems and questions come from customers, both internal and external. Why is problem management important? Because how well you do at resolving those problems and questions determines how your customers perceive you. Further, how you provide those services can make an enormous difference in your overall costs—not only your costs, but also the costs your customers incur. Do a poor job on your problem management processes and your customers will think ill of you. Internal customers can be the most vicious, because they know who to complain to. They also complain to each other, and before you know it, the entire company believes you to be incompetent, at least as far as problem management goes. Worse, that attitude can easily fail over to the entire IT department. Let's face it—most of the IT department's exposure is through the problem management function (the help desk) and that is where your reputation will be made or broken. It isn't hard to justify spending to improve problem management when you calculate the number of hours of internal downtime and the average cost per hour the company absorbs for that downtime. Run the numbers and see for yourself. External customers can be less vicious on a personal level, but from the business perspective, their impression is even more important. If they don't like the way you handle problems, they may complain, but worse, they will most certainly vote with their dollar by taking it elsewhere—and will probably tell everyone they know to do the same. Your company worked hard and spent significant dollars to win that customer. To lose them because you provided poor service is an enormous waste. What will it cost you to win them back? Can you win them back? Can you ever win their friends and associates? Many studies have found that it is much cheaper to keep a customer than to win a new one. If your company hasn't seen this light yet, you need to convince them. This book was written to tell you what you can and should consider doing to improve your problem management processes. It is based on experience gained at many different sites and focuses on improving service delivery and efficiency. It's true—you can do it better and cheaper. You may have to spend some capital up front, but a standard project cost/benefit analysis will show that you can recoup those costs quickly, and in some cases, can generate significant dollars. This book was written for CIOs, vice presidents, help desk and service center managers, and the senior-level internal customers of the problem management department—anyone who can influence the problem management function and wants to understand more about what can and should be done to improve performance. I appreciate any feedback you wish to provide. You can reach me at [email protected]@hotmail.com. Best of luck to you, Gary Walker

Download or read book A Guide to Computer User Support for Help Desk Support Specialists written by Fred Beisse and published by . This book was released on 2001 with total page 488 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides an overview of the knowledge, skills, and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, this titles emphasizes problem-solving and communication skills in addition to technical coverage. Using creative Hands-On exercises and Case Projects, users apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for today's team-oriented work environment.

Download or read book Running an Effective Help Desk written by Barbara Czegel and published by Wiley. This book was released on 1998-03-27 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Helpdesk Management in Ihrer Firma - im Zeitalter der Intranets noch telefonbasiert? Wie Sie auf dem Gebiet der technischen Unterstützung der Angestellten auf die enormen Ressourcen des Web zurückgreifen können, zeigt Ihnen die Autorin dieses jetzt umfassend aktualisierten Klassikers. Mit vielen anwendungsbereiten Word- und HTML-Templates. (04/98)

Download or read book Desktop Support Resource Guide written by and published by CNET Networks Inc.. This book was released on 2003-08 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Careers in Computer Support written by Jeri Freedman and published by The Rosen Publishing Group, Inc. This book was released on 2013-07-15 with total page 82 pages. Available in PDF, EPUB and Kindle. Book excerpt: With the importance of computers and mobile devices in every business and industry, the demand for computer support professionals is greater than ever before. As a result, those with strong skills in computer support have a relatively secure career path and the ability to apply their knowledge in a wide variety of environments. This title presents a number of different careers in computer support, including their typical work settings, responsibilities, and demands. Information is provided on education and training--starting with preparation at the high school level--and practical advice is given on how to land a job.

Download or read book Computer Support Services A Complete Guide 2020 Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2020-01-19 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you improve Computer Support Services service perception, and satisfaction? Is the need for organizational change recognized? How do you accomplish your long range Computer Support Services goals? Who should make the Computer Support Services decisions? How do you mitigate Computer Support Services risk? This valuable Computer Support Services self-assessment will make you the dependable Computer Support Services domain adviser by revealing just what you need to know to be fluent and ready for any Computer Support Services challenge. How do I reduce the effort in the Computer Support Services work to be done to get problems solved? How can I ensure that plans of action include every Computer Support Services task and that every Computer Support Services outcome is in place? How will I save time investigating strategic and tactical options and ensuring Computer Support Services costs are low? How can I deliver tailored Computer Support Services advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Computer Support Services essentials are covered, from every angle: the Computer Support Services self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Computer Support Services outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Computer Support Services practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Computer Support Services are maximized with professional results. Your purchase includes access details to the Computer Support Services self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Computer Support Services Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Download or read book Chicagoland Business Owners Guide to IT Support Services and Fees written by Kasia Subieta and published by . This book was released on 2014-11-24 with total page 34 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book will reveal what every small business owner must know about finding the right IT computer support company.==> The 3 types of technical support available and the pros and cons of each. ==> How to avoid getting ripped off, disappointed, or paying for sub-standard work.==> A common billing model that puts all the risk on you, the customer, when buying IT services; you'll learn what it is and why you need to avoid agreeing to it. ==> Exclusions, hidden fees and other "gotcha" clauses IT companies put in their contracts that you don't want to agree to. ==> Why you need to avoid "cheap" or "bargain" computer repair shops.==> 20 revealing questions to ask your IT support firm BEFORE giving them access to your computer network, e-mail and data.

Download or read book A Guide to Help Desk Concepts written by Donna Knapp and published by . This book was released on 1999 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designed specifically for a first course in any help desk or user support curriculum, this book introduces readers to the service concepts, skill sets, career paths, and operations of the help desk industry. This is one of the first books to present help desk concepts from an educational perspective and provide an overview of the help desk for individuals interested in pursuing a career in customer support. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager. The author's expertise provides strong real-world computer support examples, case studies, and exercises throughout the book.

Download or read book Computer Support Services Complete Self Assessment Guide written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-08-04 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which Computer Support Services models, tools and techniques are necessary? Has the direction changed at all during the course of Computer Support Services? If so, when did it change and why? What are the long-term Computer Support Services goals? How likely is the current Computer Support Services plan to come in on schedule or on budget? Are there any disadvantages to implementing Computer Support Services? There might be some that are less obvious? This valuable Computer Support Services self-assessment will make you the accepted Computer Support Services domain expert by revealing just what you need to know to be fluent and ready for any Computer Support Services challenge. How do I reduce the effort in the Computer Support Services work to be done to get problems solved? How can I ensure that plans of action include every Computer Support Services task and that every Computer Support Services outcome is in place? How will I save time investigating strategic and tactical options and ensuring Computer Support Services costs are low? How can I deliver tailored Computer Support Services advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Computer Support Services essentials are covered, from every angle: the Computer Support Services self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Computer Support Services outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Computer Support Services practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Computer Support Services are maximized with professional results. Your purchase includes access details to the Computer Support Services self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard, and... - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation ...plus an extra, special, resource that helps you with project managing. INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.