Effective Help Desk Specialist Skills

Gebonden Engels 2014 9780789752406
Verwachte levertijd ongeveer 9 werkdagen

Samenvatting

This is today's most complete, practical, and up-to-date guide to succeeding as a help desk professional. Leading technology instructor and consultant Darril Gibson thoroughly explains each of today's help desk support roles, and fully covers all essential skill sets, both technical and personal. Reflecting his extensive classroom and field experience, he presents exceptionally clear and relevant objectives and summaries, backed with realistic case studies, hands-on projects, exercises, and multiple-choice review questions.

Specificaties

ISBN13:9780789752406
Taal:Engels
Bindwijze:Gebonden

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Inhoudsopgave

<p>INTRODUCTION ................................................................................................................................................................1</p> <p>Organization of the Text ......................................................................................................................................1</p> <p>Key Pedagogical Features .................................................................................................................................2</p> <p>A Brief Word on Mind Mapping .......................................................................................................................3</p> <p>Conclusion .................................................................................................................................................................5</p> <p>CHAPTER 1 Introduction to Help Desk Support Roles ..............................................................................6</p> <p>Chapter Outline .......................................................................................................................................................7</p> <p>Objectives ...................................................................................................................................................................7</p> <p>Key Terms ...................................................................................................................................................................7</p> <p>Understanding the Support Center ...............................................................................................................8</p> <p>A Little History .................................................................................................................................................8</p> <p>The Evolution of the Support Center ......................................................................................................9</p> <p>Understanding an Incident and Incident Management .................................................................10</p> <p>The Role of the Support Center .............................................................................................................10</p> <p>IT Tiers within an Organization ...............................................................................................................12</p> <p>The Role of the Help Desk Professional ...................................................................................................14</p> <p>First Line of Support for Users ...............................................................................................................14</p> <p>Assessing Problems and Identifying Solutions ................................................................................14</p> <p>Recognizing Required Skillsets ..............................................................................................................15</p> <p>Understanding Users ..........................................................................................................................................19</p> <p>User Categories ............................................................................................................................................19</p> <p>Services Provided to Users ......................................................................................................................21</p> <p>Typical Incident Process ...................................................................................................................................23</p> <p>Steps in a Typical Incident Process ......................................................................................................23</p> <p>Tracking Incidents ........................................................................................................................................31</p> <p>Taking Ownership of Incidents ................................................................................................................33</p> <p>Chapter Review Activities ................................................................................................................................35</p> <p>Answer These Questions ..........................................................................................................................35</p> <p>Answers and Explanations ..............................................................................................................................38</p> <p>Define the Key Terms ..................................................................................................................................40</p> <p>List the Words Inside Acronyms .............................................................................................................40</p> <p>Create Mind Maps .......................................................................................................................................41</p> <p>Define Other Terms ......................................................................................................................................41</p> <p>Case Studies ..................................................................................................................................................41</p> <p>CHAPTER 2 Communication Skills .....................................................................................................................42</p> <p>Chapter Outline .....................................................................................................................................................43</p> <p>Objectives .................................................................................................................................................................43</p> <p>Key Terms .................................................................................................................................................................43</p> <p>Elements of Communication ..........................................................................................................................44</p> <p>Verbal versus Non-Verbal Skills ..............................................................................................................45</p> <p>Effective Questioning Skills ......................................................................................................................50</p> <p>Active Listening Skills .................................................................................................................................52</p> <p>Methods to Improve Customer Interactions ......................................................................................54</p> <p>Recognizing Communication Barriers .......................................................................................................59</p> <p>Filters ................................................................................................................................................................60</p> <p>Previous Contact ..........................................................................................................................................62</p> <p>Cultural Sensitivity .......................................................................................................................................63</p> <p>Comparing Different Communication Methods ....................................................................................64</p> <p>In-Person .........................................................................................................................................................64</p> <p>Telephone ........................................................................................................................................................64</p> <p>Text-Only Communications ......................................................................................................................65</p> <p>Handling Difficult Situations............................................................................................................................66</p> <p>Expect the Best ............................................................................................................................................67</p> <p>Common Situations .....................................................................................................................................68</p> <p>Handling Conflict ..........................................................................................................................................70</p> <p>Defusing Incidents .......................................................................................................................................71</p> <p>When to Escalate .........................................................................................................................................71</p> <p>Chapter Review Activities ................................................................................................................................73</p> <p>Answer These Questions ..........................................................................................................................73</p> <p>Answers and Explanations ..............................................................................................................................76</p> <p>Define the Key Terms ..................................................................................................................................78</p> <p>List the Words Inside Acronyms .............................................................................................................78</p> <p>Create Mind Maps .......................................................................................................................................78</p> <p>Case Studies ..................................................................................................................................................79</p> <p>CHAPTER 3 Personal Skills ...................................................................................................................................80</p> <p>Chapter Outline .....................................................................................................................................................81</p> <p>Objectives .................................................................................................................................................................81</p> <p>Key Terms .................................................................................................................................................................81</p> <p>Recognizing the Value of Attitude ................................................................................................................82</p> <p>Positive Attitude ............................................................................................................................................82</p> <p>Attitude versus Aptitude ............................................................................................................................84</p> <p>Service Attitude .............................................................................................................................................86</p> <p>Problem Ownership .....................................................................................................................................87</p> <p>Managing Stress ...................................................................................................................................................88</p> <p>Distress vs. Eustress ...................................................................................................................................89</p> <p>Stress and Adrenaline ................................................................................................................................90</p> <p>General Adaptation Syndrome ................................................................................................................91</p> <p>Effects of Distress ........................................................................................................................................92</p> <p>Recognizing Burnout ..................................................................................................................................93</p> <p>Identifying Stressors ...................................................................................................................................97</p> <p>Managing Stress ...........................................................................................................................................98</p> <p>Managing Your Time ...........................................................................................................................................99</p> <p>Document, Document, Document ......................................................................................................100</p> <p>Manage Priorities ......................................................................................................................................100</p> <p>Give Yourself More Time ........................................................................................................................102</p> <p>Managing Your Career ....................................................................................................................................102</p> <p>Career Paths ...............................................................................................................................................103</p> <p>Certifications ...............................................................................................................................................104</p> <p>Chapter Review Activities .............................................................................................................................107</p> <p>Answer These Questions .......................................................................................................................107</p> <p>Answers and Explanations ...........................................................................................................................110</p> <p>Define the Key Terms ...............................................................................................................................112</p> <p>Create Mind Maps ....................................................................................................................................112</p> <p>Case Studies ...............................................................................................................................................112</p> <p>CHAPTER 4 Technical Skills ...............................................................................................................................114</p> <p>Chapter Outline ..................................................................................................................................................115</p> <p>Objectives ..............................................................................................................................................................115</p> <p>Key Terms ..............................................................................................................................................................115</p> <p>Working with Personal Computers ...........................................................................................................116</p> <p>Reviewing PC Hardware .........................................................................................................................116</p> <p>Understanding Firmware ........................................................................................................................127</p> <p>Understanding PC Operating Systems ............................................................................................129</p> <p>Supporting Software Applications ......................................................................................................131</p> <p>Working with Networks ..................................................................................................................................131</p> <p>Introducing Protocols ..............................................................................................................................132</p> <p>Understanding Common Network Components ..........................................................................133</p> <p>Working with Mobile Devices ......................................................................................................................141</p> <p>Comparing Operating Systems ...........................................................................................................142</p> <p>Comparing App Stores ...........................................................................................................................143</p> <p>Configuring Email ......................................................................................................................................143</p> <p>Implementing Security on Mobile Devices ......................................................................................144</p> <p>Comparing Landscape Modes to Portrait Modes ........................................................................145</p> <p>Understanding the Product ..........................................................................................................................146</p> <p>Getting Certified ........................................................................................................................................146</p> <p>Continuous Learning ................................................................................................................................149</p> <p>Chapter Review Activities .............................................................................................................................150</p> <p>Answer These Questions .......................................................................................................................150</p> <p>Answers and Explanations ...........................................................................................................................153</p> <p>Define the Key Terms ...............................................................................................................................155</p> <p>List the Words Inside Acronyms ..........................................................................................................155</p> <p>Create Mind Maps ....................................................................................................................................156</p> <p>Define Other Terms ...................................................................................................................................156</p> <p>Case Studies ...............................................................................................................................................156</p> <p>CHAPTER 5 Security Skills .................................................................................................................................158</p> <p>Chapter Outline ..................................................................................................................................................159</p> <p>Objectives ..............................................................................................................................................................159</p> <p>Key Terms ..............................................................................................................................................................159</p> <p>Protecting IT Resources ................................................................................................................................160</p> <p>Introducing the Security Triad ..............................................................................................................161</p> <p>Protecting Confidentiality .......................................................................................................................161</p> <p>Protecting Integrity ...................................................................................................................................163</p> <p>Protecting Availability ..............................................................................................................................164</p> <p>Understanding Malware .................................................................................................................................165</p> <p>Replicating Malware .................................................................................................................................169</p> <p>Recognizing Malware Symptoms .......................................................................................................171</p> <p>Protecting Against Malware ..................................................................................................................172</p> <p>Removing Malware ...................................................................................................................................173</p> <p>Managing Risk ....................................................................................................................................................173</p> <p>Recognizing Threats ................................................................................................................................176</p> <p>Identifying Vulnerabilities ........................................................................................................................184</p> <p>Implementing Security Controls ..........................................................................................................185</p> <p>Chapter Review Activities .............................................................................................................................187</p> <p>Answer These Questions .......................................................................................................................187</p> <p>Answers and Explanations ...........................................................................................................................190</p> <p>Define the Key Terms ...............................................................................................................................192</p> <p>List the Words Inside Acronyms ..........................................................................................................192</p> <p>Create Mind Maps ....................................................................................................................................193</p> <p>Define Other Terms ...................................................................................................................................193</p> <p>Case Studies ...............................................................................................................................................193</p> <p>CHAPTER 6 Troubleshooting Skills ................................................................................................................194</p> <p>Chapter Outline ..................................................................................................................................................195</p> <p>Objectives ..............................................................................................................................................................195</p> <p>Key Terms .....................................................................................................................</p>

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