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 A Guide to Help Desk Technology Tools Techniques written by Dione McBride and published by Cengage Learning. This book was released on 2000 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on the technology, tools and techniques involved in running an effective help desk. A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management and customers alike.
Download or read book A Guide to Computer User Support written by Fred Beisse and published by . This book was released on 1999 with total page 380 pages. Available in PDF, EPUB and Kindle. Book excerpt: Developed with the input of industry advisors, this book emphasizes problem-solving and communications skills in addition to technical coverage.
Download or read book A Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Course Technology. This book was released on 2004-11 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.
Download or read book A Guide to Help Desk Concepts written by Donna Knapp and published by . This book was released on 2003 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of Donna Knapp's highly successful first edition introduces service concepts, skill sets, career paths, and operations of the help desk industry. The author's expertise provides strong real-world computer support examples and case studies.
Download or read book Implementing Service and Support Management Processes written by Carrie Higday-Kalmanowitz and published by The Stationery Office. This book was released on 2005-03-11 with total page 444 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.
Download or read book How to Manage the IT Help Desk written by Noel Bruton and published by Routledge. This book was released on 2012-07-26 with total page 373 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk
Download or read book Cti Higher Edn written by Cengage Learning Australia and published by . This book was released on 2001-12 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Computer Security Handbook Set written by Seymour Bosworth and published by John Wiley & Sons. This book was released on 2014-03-24 with total page 2353 pages. Available in PDF, EPUB and Kindle. Book excerpt: Computer security touches every part of our daily lives from our computers and connected devices to the wireless signals around us. Breaches have real and immediate financial, privacy, and safety consequences. This handbook has compiled advice from top professionals working in the real world about how to minimize the possibility of computer security breaches in your systems. Written for professionals and college students, it provides comprehensive best guidance about how to minimize hacking, fraud, human error, the effects of natural disasters, and more. This essential and highly-regarded reference maintains timeless lessons and is fully revised and updated with current information on security issues for social networks, cloud computing, virtualization, and more.
Download or read book A Guide to Computer based Analytical Tools for Implementing National Forest Plans written by Ervin G. Schuster and published by . This book was released on 1993 with total page 486 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book FOCUS written by and published by . This book was released on 1981 with total page 42 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Information Technology in Construction Design written by Michael Phiri and published by Thomas Telford. This book was released on 1999 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Part 1: Introduction - Background - Text - Graphics - Images - Manipulation - Facilities management - Financial accounting and modelling - Database activities - Data manipulation and Statistical analysis - CAD/CAM/CAE and multi-media - Telecommunications and networks Part 2: Case studies of organisations - Architectural and engineering practices including some of the biggest names in the industry in the UK; covering different sizes, structures, philosophies, working methodologies, and different services offered to clients in different markets Part 3: Conclusions - Comments about IT in action - Emerging views - Future developments
Download or read book General Technical Report PSW written by and published by . This book was released on 1978 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book WebEx Web Meetings For Dummies written by Nancy Stevenson and published by John Wiley & Sons. This book was released on 2005-02-18 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: More than 11,000 customers–ranging from independent consultants to large corporations–use WebEx online services to decrease the cost and increase the effectiveness of meetings, presentations, conferences, support, and training Input from WebEx has enriched the book with actual examples and case studies of how individuals, small businesses, and large corporations are making use of the WebEx services
Download or read book Proceedings of the Symposium on the Ecology Management and Utilization of California Oaks written by and published by . This book was released on 1981 with total page 876 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Scientific and Technical Aerospace Reports written by and published by . This book was released on 1994 with total page 956 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Software Maintenance A Management Perspective written by Phaneendra Nath Vellanky and published by Universal-Publishers. This book was released on 2007-10-23 with total page 591 pages. Available in PDF, EPUB and Kindle. Book excerpt: Computer systems play an important role in our society. Software drives those systems. Massive investments of time and resources are made in developing and implementing these systems. Maintenance is inevitable. It is hard and costly. Considerable resources are required to keep the systems active and dependable. We cannot maintain software unless maintainability characters are built into the products and processes. There is an urgent need to reinforce software development practices based on quality and reliability principles. Though maintenance is a mini development lifecycle, it has its own problems. Maintenance issues need corresponding tools and techniques to address them. Software professionals are key players in maintenance. While development is an art and science, maintenance is a craft. We need to develop maintenance personnel to master this craft. Technology impact is very high in systems world today. We can no longer conduct business in the way we did before. That calls for reengineering systems and software. Even reengineered software needs maintenance, soon after its implementation. We have to take business knowledge, procedures, and data into the newly reengineered world. Software maintenance people can play an important role in this migration process. Software technology is moving into global and distributed networking environments. Client/server systems and object-orientation are on their way. Massively parallel processing systems and networking resources are changing database services into corporate data warehouses. Software engineering environments, rapid application development tools are changing the way we used to develop and maintain software. Software maintenance is moving from code maintenance to design maintenance, even onto specification maintenance. Modifications today are made at specification level, regenating the software components, testing and integrating them with the system. Eventually software maintenance has to manage the evolution and evolutionary characteristics of software systems. Software professionals have to maintain not only the software, but the momentum of change in systems and software. In this study, we observe various issues, tools and techniques, and the emerging trends in software technology with particular reference to maintenance. We are not searching for specific solutions. We are identifying issues and finding ways to manage them, live with them, and control their negative impact.
