Download or read book Help Desk Manager s Crash Course written by Phil Gerbyshak and published by . This book was released on 2009-11-09 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: There's a saying that wisdom is what experience and a love of learning teaches you. There's another saying that genius is knowing how to hide your sources.They're both right.In Help Desk Manager's Crash Course, you'll find the shared experience of two of the industry's most well-known practitioners. Phil Gerbyshak and Jeffrey M. Brooks offer an easy to read-and ready to implement-source for the new manager, or a great refresher for the seasoned one. Their combination of expertise and easy-to-grasp teaching veers something close to genius for a support desk reference, so it's no surprise that HDI training leaders like Rick Joslin say "Gerbyshak and Brooks have done it again!"When it comes to the taller tasks facing a new manager, there's the kind of wisdom you need: How do I interview and hire quality people? How can I delegate effectively? What makes a great team, and great team-work, in the fast-paced environment of help-desks and the support field? These all-important chapters make the book an ideal choice to include in any hiring package for new managers.Phil and Jeff's unique insight will be obvious to the seasoned manager, too. Sections on measuring and managing performance, along with easy to implement metrics, will serve the newbie and the sage equally well. You'll find a clear and thoughtful discussion of a vital but often overlooked skill: designing appraisals that encourage improvement rather than suspicion or resistance.Crafted in an approachable style and format, Help Desk Manager's Crash Course doesn't tell, it shows. Via clear example and revealing anecdote, Phil and Jeff demonstrate that the job of a help desk manager can be a satisfying role built around a magnetic idea: a few simple metrics, a great attitude, and enabling others to succeed are a manager's biggest secret.
Download or read book Service Desk Manager s Crash Course written by Phil Gerbyshak and published by . This book was released on 2012-03-25 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Service Desk Manager's Crash Course, you'll learn from the experience of one of the industry's most well-known former practitioner. Phil Gerbyshak offers an updated and an easy to read-and ready to implement-source for the new manager, and a great refresher for the seasoned one. His combination of expertise and easy-to-grasp teaching veers something close to genius for a support desk reference. When it comes to the taller tasks facing a new manager, there's the kind of wisdom you need: How do I interview and hire quality people? How can I delegate effectively? What makes a great team, and great team-work, in the fast-paced environment of help-desks and the support field? These all-important chapters make the book an ideal choice to include in any hiring package for new managers. Phil's unique insights will be useful for the seasoned manager, too. Sections on ITIL, discipline, hiring, tool selection, measuring and managing performance, along with easy to implement metrics, will serve the newbie and the sage equally well. You'll find a clear and thoughtful discussion of a vital but often overlooked skill: designing appraisals that encourage improvement rather than suspicion or resistance. Crafted in an approachable style and format, Service Desk Manager's Crash Course doesn't tell, it shows. Via clear example and revealing anecdote, Phil demonstrates that the job of a help desk manager can be a satisfying role built around a magnetic idea: a few simple metrics, a great attitude, a little knowledge, and enabling others to succeed are a manager's biggest secret.
Download or read book Help Desk Manager s Crash Course Guide written by Phil Gerbyshak and published by . This book was released on 2009-05-01 with total page 89 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book IT Manager s Handbook written by Bill Holtsnider and published by Elsevier. This book was released on 2012-02-22 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: Chapter 1: The Role of an IT Manager Chapter 2: Managing Your IT Team Chapter 3: Staffing Your IT Team Chapter 4: Project Management Chapter 5: Changing Companies Chapter 6: Budgeting Chapter 7: Security and Compliance, including Disaster Recovery Chapter 8: Getting Started with the Technical Environment Chapter 9: Working with Users Chapter 10: Web 2.0, mobile, tablets, cloud, social media, etc.
Download or read book PM Crash Course for IT Professionals written by Rita Mulcahy and published by Cisco Press. This book was released on 2005-10-01 with total page 417 pages. Available in PDF, EPUB and Kindle. Book excerpt: Real-world project management tools and techniques you can start using today! IT professionals are often faced with extremely challenging project deployments, as well as initiatives that are mission-critical to their organizations. For IT project managers, a strong understanding of the discipline of project management can be invaluable—both to success with individual projects and to their overall careers. However, most books and training materials on project management pay little or no attention to the unique challenges IT project managers face. PM Crash CourseTM for IT Professionals is full of project management tools that you can apply immediately to your IT projects—to deliver them on time, on budget, and with fewer headaches. Authored by world-renowned project management trainer Rita Mulcahy, this book will help you get your IT projects back on track using proven, real-world project management tools and techniques. This revolutionary Course in a Book® covers the basics of project management, including planning, scheduling, budgeting, and more. It also moves beyond the basics to cover a number of real-world project management tools and techniques for IT initiatives. The authors provide indispensable practical checklists, templates, and exercises to reinforce your learning of these concepts. The book includes dozens of tricks, insights, and contributions from real project managers sharing what has made a difference for them when managing real-world projects. If you are looking for easy-to-use tools and processes to make an immediate impact on your current IT project, PM Crash CourseTM for IT Professionals is the resource for you. Rita Mulcahy, PMP, founder and CEO of RMC Project Management, is the most popular project management author in the world. Since 1991, hundreds of thousands of project managers have utilized her 30+ best-selling books and resources to expand their project management knowledge and further their careers. Real-World Issues Covered: • Understanding why IT projects fail--—and preventing failure • Defining effective IT project charters and requirements • Organizing IT roadmaps into manageable projects • Capturing, creating, and using historical data • Establishing “soft” and “hard” project metrics and milestones • Defining project scope, and avoiding scope creep • Identifying and managing stakeholders and expectations • Choosing the right PM tools for your needs—including in-house, hosted, and cloud-based solutions
Download or read book Crash Course in Managing People written by Brian Clegg and published by Kogan Page Publishers. This book was released on 2002 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: The authors present a structured, easy-to-use way to improve managerial skills. They explain the key elements that make for effective management, then provide exercises and techniques to develop managerial skills.
Download or read book Mind Tools for Managers written by James Manktelow and published by John Wiley & Sons. This book was released on 2018-04-10 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: The manager's must-have guide to excelling in all aspects of the job Mind Tools for Managers helps new and experienced leaders develop the skills they need to be more effective in everything they do. It brings together the 100 most important leadership skills—as voted for by 15,000 managers and professionals worldwide—into a single volume, providing an easy-access solutions manual for people wanting to be the best manager they can be. Each chapter details a related group of skills, providing links to additional resources as needed, plus the tools you need to put ideas into practice. Read beginning-to-end, this guide provides a crash course on the essential skills of any effective manager; used as a reference, its clear organization allows you to find the solution you need quickly and easily. Success in a leadership position comes from results, and results come from the effective coordination of often competing needs: your organization, your client, your team, and your projects. These all demand time, attention, and energy, and keeping everything running smoothly while making the important decisions is a lot to handle. This book shows you how to manage it all, and manage it well, with practical wisdom and expert guidance. Build your ideal team and keep them motivated Make better decisions and boost your strategy game Manage both time and stress to get more done with less Master effective communication, facilitate innovation, and much more Managers wear many hats and often operate under a tremendously diverse set of job duties. Delegation, prioritization, strategy, decision making, communication, problem solving, creativity, time management, project management and stress management are all part of your domain. Mind Tools for Managers helps you take control and get the best out of your team, your time, and yourself.
Download or read book Executive MBA in IT City of London College of Economics 12 months 100 online self paced written by City of London College of Economics and published by City of London College of Economics. This book was released on with total page 6786 pages. Available in PDF, EPUB and Kindle. Book excerpt: Overview An MBA in information technology (or a Master of Business Administration in Information Technology) is a degree that will prepare you to be a leader in the IT industry. Content - Managing Projects and IT - Information Systems and Information Technology - IT Manager's Handbook - Business Process Management - Human Resource Management - Principles of Marketing - The Leadership - Just What Does an IT Manager Do? - The Strategic Value of the IT Department - Developing an IT Strategy - Starting Your New Job - The First 100 Days etc. - Managing Operations - Cut-Over into Operations - Agile-Scrum Project Management - IT Portfolio Management - The IT Organization etc. - Introduction to Project Management - The Project Management and Information Technology Context - The Project Management Process Groups: A Case Study - Project Integration Management - Project Scope Management - Project Time Management - Project Cost Management - Project Quality Management - Project Human Resource Management - Project Communications Management - Project Risk Management - Project Procurement Management - Project Stakeholder Management - 50 Models for Strategic Thinking - English Vocabulary For Computers and Information Technology Duration 12 months Assessment The assessment will take place on the basis of one assignment at the end of the course. Tell us when you feel ready to take the exam and we’ll send you the assignment questions. Study material The study material will be provided in separate files by email / download link.
Download or read book The Leadership Crash Course written by Paul Taffinder and published by Kogan Page Publishers. This book was released on 2006 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: With this concise self-improvement guide to leadership, readers can analyze their strengths and weaknesses with guidance on taking on new leadership roles, communicating change to employees, and disturbing the organizational culture to make things happen.
Download or read book Help Desk Manager Complete Certification Kit written by Ivanka Menken and published by Eloquent Books. This book was released on 2011 with total page 182 pages. Available in PDF, EPUB and Kindle. Book excerpt: - What are the most common mistakes made by Help Desk/Service Desk Managers? - What's the trick to running a call center or help desk that is Great? - How to Create value from a Help Desk standpoint - What help desk and support system you recommend for an IT service department? - How do you measure and report staff and team performance? - What should you look for in a Help Desk/Trouble Ticketing System Regardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population. To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform. This study guide and its accompanying online learning program book focuses on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes. This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam. Contents - Hiring The Right Staff - Topgrading - Coaching: The Topgrading-Based Model - Team Building - Motivating Your Workforce - Conducting Effective Performance Reviews - Staff Retention - It Service Management - The Service Lifecycle - Service Delivery Principles - Service Operation Principles - Service Operation Processes - Selecting / Configuring Help Desk Tools - Review Questions
Download or read book Crash Course written by Paul Ingrassia and published by Random House Trade Paperbacks. This book was released on 2011-01-11 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: “A definitive account . . . It’s hard to imagine anyone better than Paul Ingrassia to ‘ride shotgun’ on a journey through the sometimes triumphant, often turbulent, history of U.S. automaking. . . . [A] wealth of amusing, astonishing and enlightening nuggets.”—Pittsburgh Tribune-Review This is the epic saga of the American automobile industry’s rise and demise, a compelling story of hubris, missed opportunities, and self-inflicted wounds that culminates with the president of the United States ushering two of Detroit’s Big Three car companies—once proud symbols of prosperity—through bankruptcy. With unprecedented access, Pulitzer Prize winner Paul Ingrassia takes us from factory floors to small-town dealerships to Detroit’s boardrooms to the White House. Ingrassia answers the big questions: Was Detroit’s self-destruction inevitable? Why did Japanese automakers manage American workers better than the American companies themselves did? Complete with a new Afterword providing fresh insights into the continuing upheaval in the auto industry—the travails of Toyota, the revolving-door management and IPO at General Motors, the unexpected progress at Chrysler, and the Obama administration’s stake in Detroit’s recovery—Crash Course addresses a critical question: America bailed out GM, but who will bail out America? With an updated Afterword by the author Praise for Crash Course “In order to understand just how much of a mess it was—not to mention how it got that way and how, if at all, it can be cleaned up—you really need to read Crash Course.”—The Washinton Post “Ingrassia tells Detroit’s story with economy, vigour and restrained fury.”—The Economist “A delightful mix of history and first-person reporting . . . Employing superb storytelling skills, Ingrassia explains in head-shaking detail the elements of a wholly avoidable collision.”—Kirkus Reviews (starred review)
Download or read book Help Desk Manager Simple Steps to Win Insights and Opportunities for Maxing Out Success written by Gerard Blokdijk and published by Complete Publishing. This book was released on 2015-09-27 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: The one-stop-source powering Help Desk Manager success, jam-packed with ready to use insights for results, loaded with all the data you need to decide how to gain and move ahead. Based on extensive research, this lays out the thinking of the most successful Help Desk Manager knowledge experts, those who are adept at continually innovating and seeing opportunities. This is the first place to go for Help Desk Manager innovation - INCLUDED are numerous real-world Help Desk Manager blueprints, presentations and templates ready for you to access and use. Also, if you are looking for answers to one or more of these questions then THIS is the title for you: I am thinking to develop a help desk management system. Will this system generate revenue? What are the benefits of the Help Desk management software? How much value do help desk/service desk managers place on industry qualifications? Why are help desk team managers so resistant for their phone and remote assistance staff to telecommute? Help Desk: What is a good way to manage customer sales emails? What is the best help desk or customer support software for a small team managing support for an SaaS application? What tool gives features like Project Management, Bug Tracking/Test Cases and Help Desk? What are some open source all-in-one ticketing solutions that include change/story management, a help desk and bug tracking? What is the best CRM to manage existing customers (help desk, cross-sell/up-sell) rather than for sales? What are the best guidebooks or handbooks for implementing/managing IT Help Desk system/department? What are the most important steps/ requirements involved in hiring a help desk representative for an IT start up -involving a content management tool; in DC/ California? What are some tips/steps one could use to make somewhat of a career transition from IT help desk type work into management consulting who has a bachelor's and master's degree and a great deal of transferable experience? Online Customer Support: What are some alternatives to Zendesk, free or otherwise? Has anyone cracked the mobile support nut yet? What are some good user feedback management tools? Who are competitors to Assistly? ...and much more..."
Download or read book Help Desk Manager Complete Certification Kit written by Tim Malone and published by Emereo Pty Limited. This book was released on 2010 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: - What are the most common mistakes made by Help Desk/Service Desk Managers? - What's the trick to running a call center or help desk that is Great? - How to Create value from a Help Desk standpoint - What help desk and support system you recommend for an IT service department? - How do you measure and report staff and team performance? - What should you look for in a Help Desk/Trouble Ticketing System Regardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population. To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform. This study guide and its accompanying online learning program book focuses on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes. This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam. Contents - Hiring The Right Staff - Topgrading - Coaching: The Topgrading-Based Model - Team Building - Motivating Your Workforce - Conducting Effective Performance Reviews - Staff Retention - It Service Management - The Service Lifecycle - Service Delivery Principles - Service Operation Principles - Service Operation Processes - Selecting / Configuring Help Desk Tools - Review Questions
Download or read book Crash Course in Readers Advisory written by Cynthia Orr and published by Bloomsbury Publishing USA. This book was released on 2014-12-05 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: One of the key services librarians provide is helping readers find books they'll enjoy. This "crash course" will furnish you with the basic, practical information you need to excel at readers' advisory (RA) for adults and teens. The question "can you recommend a good book?" can be one of the most daunting you face, notwithstanding the fact that recommender tools are ubiquitous. Often, uncertainty arises because, although librarians are called on to perform such services daily, readers' advisory is a skill set in which most have no formal training. This guide will remedy that. It is built around understanding books, reading, and readers and will quickly show you how to identify reading preferences and advise patrons effectively. You'll learn about multiple RA approaches, such as genre, appeal features, and reading interests and about essential tools that can help with RA. Plus, you'll discover tips to help you keep up with this ever-changing field. There is no other professional book that covers the full spectrum of skills needed to perform the RA service that is in such great demand in libraries of all kinds. Helping readers find what they want is a sure way to serve patrons and build your library's brand. You will come away from this easy-to-understand crash course with the solid background you need to do both.
Download or read book InfoWorld written by and published by . This book was released on 1994-08-08 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects.
Download or read book Help Desk Complete Certification Kit Core Series for It written by Ivanka Menken and published by Emereo Publishing. This book was released on 2013-05 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explore the most popular customer service resource known as Help Desk. Evaluate the various forms of Help Desk communication methods and the obvious benefits a company receives from implementing Help Desk processes and technology. Become a valued member of your organization by learning how to effectively implement Help Desk processes into your department. A help desk is an implemented resource constructed to provide customers and clients with information, support, and guidance in relation to company services and products. Help desk support works toward troubleshooting customer problems and initiates this through various channels of communications including email, toll-free numbers, and live chat technology. A help desk provides a single point of contact for users to solve their problems, receive technical support, and obtain professional answers to their questions. This course would benefit managers who want to implement help desk resources to improve customer service, businesses exploring the various communication methods that can be used for help desk processes, and individuals who want to improve their customer service skills and build on help desk technician knowledge. This certification validates that you know specific methods, models, and/or tools. This is essential to professionals in order to be updated on the latest multimedia trends, and to add to their Help Desk strategy toolbox. The industry is facing a bold, new world with the amazing developments of Help Desk, and the challenges and the opportunities this presents are unprecedented. The Help Desk Complete Certification Kit serves as a complete introductory guide for anyone looking to grasp a better understanding of Help Desk concepts and their practical application in any environment. The Art of Service's introductory Help Desk training and certification helps IT practitioners develop the skills that are crucial, as businesses embark on this massive transformation. It provides an industry credential for IT professionals to help them transform into the world of Help Desk. This training and certification enables you to move both the industry and business forward, and to quickly take advantage of the benefits that Help Desk applications present. Take the next step: Get Certified The Art of Service IT Service Management programs are the #1 certification programs in the information management industry. Being proven means investing in yourself and formally validating your knowledge, skills, and expertise by the industry's most comprehensive learning and certification program. The Help Desk Complete Certification Kit course prepares you for Help Desk Certification. Why register? - Easy and affordable. - Learning about Help Desk technologies has never been more affordable. - Latest industry trends explained. - Acquire valuable skills and get updated about the industry's latest trends right here. Today. - Learn from the Experts. The Art of Service offers education about Help Desk and 300 other technologies by the industry's best. - Learn at your own pace. Find everything right here, when you need it, and from wherever you are. What will you learn? - Learn the important concepts, tools, methods and uses of Help Desk. - Learn about the benefits of implementing Help Desk strategies, practices, and processes in your work place. - Examine Help Desk auditing processes. - Review Help Desk software and technology. - Manage your customer relationships. Course Outline The topics covered in this course are: - An Overview of Help Desk - Customer Service and Product Support - Technical and Customer Support - Customer Experience - Customer Relationship Management - Help Desk Auditing - Help Desk Application/Software Contact Hours: The recommended minimum contact hours to pass the certification test is 18 hours. Delivery: The program combines present
Download or read book The New Manager s Workbook written by Randy Clark and published by Createspace Independent Publishing Platform. This book was released on 2016-03-15 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: The New Manager's Workbook: A Crash course in Effective Management is a workbook and guidebook to help new managers navigate the intricacies and pitfalls of being at a position of power over employees. Most everyone has experienced a manager who falls at one extreme or another, from the angry micro-manager to the absentee "sure, whatever" manager. With decades of managerial experience under his belt, Randy Clark guides you toward that happy middle where good managers live and work. He shows how to deal with the good (hiring, praising, and motivating employees), the bad (navigating silos and dealing with low-quality work), and the ugly (controlling confrontation employees and, if need be, firing them) while keeping your soul intact. The New Manager's Workbook is a great gift for anyone about to take a seat for the first time behind the managerial desk.
