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Effective Help Desk Specialist Skills

Gebonden Engels 2014 9780789752406
Verwachte levertijd ongeveer 8 werkdagen

Samenvatting

All of today’s help desk support skills, in one easy-to-understand book

  

The perfect beginner’s guide: No help desk or support experience necessary

 

Covers both “soft” personal skills and “hard” technical skills

 

Explains the changing role of help desk professionals in the modern support center

 

Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value.

 

Coverage includes:

• How the modern help desk has evolved

• Understanding your users’ needs, goals, and attitudes

• Walking through the typical help desk call

• Communicating well: listening actively and asking better questions

• Improving interactions and handling difficult situations

• Developing positive attitudes, and “owning” the problem

• Managing your time and stress

• Supporting computers, networks, smartphones, and tablets

• Finding the technical product knowledge you need

• Protecting the security of your users, information, and devices

• Defining, diagnosing, and solving problems, step by step

• Writing it up: from incident reports to documentation

• Working in teams to meet the goals of the business

• Using ITIL to improve the services you provide

• Calculating help desk costs, benefits, value, and performance

• Taking control of your support career

Powerful features make it easier to learn about help desk careers!

• Clear introductions describe the big ideas and show how they fit with what you’ve already learned

• Specific chapter objectives tell you exactly what you need to learn

• Key Terms lists help you identify important terms and a complete Glossary helps you understand them

• Author’s Notes and On The Side features help you go deeper into the topic if you want to

• Chapter Review tools and activities help you make sure you’ve learned the material

 

Exclusive Mind Mapping activities!

• Organize important ideas visually–in your mind, in your words

• Learn more, remember more

• Understand how different ideas fit together

 

 

 

Specificaties

ISBN13:9780789752406
Taal:Engels
Bindwijze:Gebonden
Uitgever:Pearson Education

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Inhoudsopgave

INTRODUCTION ................................................................................................................................................................1

Organization of the Text ......................................................................................................................................1

Key Pedagogical Features .................................................................................................................................2

A Brief Word on Mind Mapping .......................................................................................................................3

Conclusion .................................................................................................................................................................5

CHAPTER 1 Introduction to Help Desk Support Roles ..............................................................................6

Chapter Outline .......................................................................................................................................................7

Objectives ...................................................................................................................................................................7

Key Terms ...................................................................................................................................................................7

Understanding the Support Center ...............................................................................................................8

  A Little History .................................................................................................................................................8

  The Evolution of the Support Center ......................................................................................................9

  Understanding an Incident and Incident Management .................................................................10

  The Role of the Support Center .............................................................................................................10

  IT Tiers within an Organization ...............................................................................................................12

The Role of the Help Desk Professional ...................................................................................................14

  First Line of Support for Users ...............................................................................................................14

  Assessing Problems and Identifying Solutions ................................................................................14

  Recognizing Required Skillsets ..............................................................................................................15

Understanding Users ..........................................................................................................................................19

  User Categories ............................................................................................................................................19

  Services Provided to Users ......................................................................................................................21

Typical Incident Process ...................................................................................................................................23

  Steps in a Typical Incident Process ......................................................................................................23

     Tracking Incidents ........................................................................................................................................31

  Taking Ownership of Incidents ................................................................................................................33

Chapter Review Activities ................................................................................................................................35

  Answer These Questions ..........................................................................................................................35

Answers and Explanations ..............................................................................................................................38

  Define the Key Terms ..................................................................................................................................40

  List the Words Inside Acronyms .............................................................................................................40

  Create Mind Maps .......................................................................................................................................41

Define Other Terms ......................................................................................................................................41

   Case Studies ..................................................................................................................................................41

CHAPTER 2 Communication Skills .....................................................................................................................42

Chapter Outline .....................................................................................................................................................43

Objectives .................................................................................................................................................................43

Key Terms .................................................................................................................................................................43

Elements of Communication ..........................................................................................................................44

  Verbal versus Non-Verbal Skills ..............................................................................................................45

  Effective Questioning Skills ......................................................................................................................50

  Active Listening Skills .................................................................................................................................52

  Methods to Improve Customer Interactions ......................................................................................54

Recognizing Communication Barriers .......................................................................................................59

  Filters ................................................................................................................................................................60

  Previous Contact ..........................................................................................................................................62

  Cultural Sensitivity .......................................................................................................................................63

Comparing Different Communication Methods ....................................................................................64

  In-Person .........................................................................................................................................................64

  Telephone ........................................................................................................................................................64

  Text-Only Communications ......................................................................................................................65

Handling Difficult Situations............................................................................................................................66

  Expect the Best ............................................................................................................................................67

  Common Situations .....................................................................................................................................68

  Handling Conflict ..........................................................................................................................................70

  Defusing Incidents .......................................................................................................................................71

  When to Escalate .........................................................................................................................................71

Chapter Review Activities ................................................................................................................................73

  Answer These Questions ..........................................................................................................................73

Answers and Explanations ..............................................................................................................................76

  Define the Key Terms ..................................................................................................................................78

  List the Words Inside Acronyms .............................................................................................................78

  Create Mind Maps .......................................................................................................................................78

  Case Studies ..................................................................................................................................................79

CHAPTER 3 Personal Skills ...................................................................................................................................80

Chapter Outline .....................................................................................................................................................81

Objectives .................................................................................................................................................................81

Key Terms .................................................................................................................................................................81

Recognizing the Value of Attitude ................................................................................................................82

  Positive Attitude ............................................................................................................................................82

  Attitude versus Aptitude ............................................................................................................................84

  Service Attitude .............................................................................................................................................86

  Problem Ownership .....................................................................................................................................87

Managing Stress ...................................................................................................................................................88

  Distress vs. Eustress ...................................................................................................................................89

  Stress and Adrenaline ................................................................................................................................90

  General Adaptation Syndrome ................................................................................................................91

  Effects of Distress ........................................................................................................................................92

  Recognizing Burnout ..................................................................................................................................93

  Identifying Stressors ...................................................................................................................................97

  Managing Stress ...........................................................................................................................................98

Managing Your Time ...........................................................................................................................................99

  Document, Document, Document ......................................................................................................100

  Manage Priorities ......................................................................................................................................100

  Give Yourself More Time ........................................................................................................................102

Managing Your Career ....................................................................................................................................102

  Career Paths ...............................................................................................................................................103

  Certifications ...............................................................................................................................................104

Chapter Review Activities .............................................................................................................................107

  Answer These Questions .......................................................................................................................107

Answers and Explanations ...........................................................................................................................110

  Define the Key Terms ...............................................................................................................................112

  Create Mind Maps ....................................................................................................................................112

  Case Studies ...............................................................................................................................................112

CHAPTER 4 Technical Skills ...............................................................................................................................114

Chapter Outline ..................................................................................................................................................115

Objectives ..............................................................................................................................................................115

Key Terms ..............................................................................................................................................................115

Working with Personal Computers ...........................................................................................................116

  Reviewing PC Hardware .........................................................................................................................116

  Understanding Firmware ........................................................................................................................127

  Understanding PC Operating Systems ............................................................................................129

  Supporting Software Applications ......................................................................................................131

Working with Networks ..................................................................................................................................131

  Introducing Protocols ..............................................................................................................................132

  Understanding Common Network Components ..........................................................................133

Working with Mobile Devices ......................................................................................................................141

  Comparing Operating Systems ...........................................................................................................142

  Comparing App Stores ...........................................................................................................................143

  Configuring Email ......................................................................................................................................143

  Implementing Security on Mobile Devices ......................................................................................144

  Comparing Landscape Modes to Portrait Modes ........................................................................145

Understanding the Product ..........................................................................................................................146

  Getting Certified ........................................................................................................................................146

  Continuous Learning ................................................................................................................................149

Chapter Review Activities .............................................................................................................................150

  Answer These Questions .......................................................................................................................150

Answers and Explanations ...........................................................................................................................153

  Define the Key Terms ...............................................................................................................................155

  List the Words Inside Acronyms ..........................................................................................................155

  Create Mind Maps ....................................................................................................................................156

  Define Other Terms ...................................................................................................................................156

  Case Studies ...............................................................................................................................................156

CHAPTER 5 Security Skills .................................................................................................................................158

Chapter Outline ..................................................................................................................................................159

Objectives ..............................................................................................................................................................159

Key Terms ..............................................................................................................................................................159

Protecting IT Resources ................................................................................................................................160

  Introducing the Security Triad ..............................................................................................................161

  Protecting Confidentiality .......................................................................................................................161

  Protecting Integrity ...................................................................................................................................163

  Protecting Availability ..............................................................................................................................164

Understanding Malware .................................................................................................................................165

  Replicating Malware .................................................................................................................................169

  Recognizing Malware Symptoms .......................................................................................................171

  Protecting Against Malware ..................................................................................................................172

  Removing Malware ...................................................................................................................................173

Managing Risk ....................................................................................................................................................173

  Recognizing Threats ................................................................................................................................176

  Identifying Vulnerabilities ........................................................................................................................184

  Implementing Security Controls ..........................................................................................................185

Chapter Review Activities .............................................................................................................................187

  Answer These Questions .......................................................................................................................187

Answers and Explanations ...........................................................................................................................190

Define the Key Terms ...............................................................................................................................192

  List the Words Inside Acronyms ..........................................................................................................192

  Create Mind Maps ....................................................................................................................................193

  Define Other Terms ...................................................................................................................................193

  Case Studies ...............................................................................................................................................193

CHAPTER 6 Troubleshooting Skills ................................................................................................................194

Chapter Outline ..................................................................................................................................................195

Objectives ..............................................................................................................................................................195

Key Terms ..............................................................................................................................................................195

Recognizing Key Troubleshooting Steps ...............................................................................................196

  Identifying the Problem ...........................................................................................................................197

  Establishing a Theory of Probable Cause .......................................................................................199

  Testing the Theory to Determine the Cause ...................................................................................199

  Establishing a Plan of Action to Resolve the Problem ...............................................................203

  Implementing the Solution or Escalating if Necessary ...............................................................203

  Verifying Full System Functionality .....................................................................................................205

  Documenting Findings, Actions, and Outcomes ..........................................................................206

Following Standard Operating Procedures (SOPs) ..........................................................................207

  Using Troubleshooting Guides .............................................................................................................208

  Using Software to Solve Incidents .....................................................................................................210

Understanding Problem-Solving Skills ...................................................................................................214

  Critical Thinking Skills .............................................................................................................................214

  Types of Thinking ......................................................................................................................................216

  Making Decisions ......................................................................................................................................218

Chapter Review Activities .............................................................................................................................220

  Answer These Questions .......................................................................................................................220

Answers and Explanations ...........................................................................................................................223

  Define the Key Terms ...............................................................................................................................225

  List the Words Inside Acronyms ..........................................................................................................225

  Create Mind Maps ....................................................................................................................................225

  Case Studies ...............................................................................................................................................225

CHAPTER 7 Writing Skills ....................................................................................................................................226

Chapter Outline ..................................................................................................................................................227

Objectives ..............................................................................................................................................................227

Key Terms ..............................................................................................................................................................227

Comparing Writing Styles ..............................................................................................................................228

  Comparing Active Writing to Passive Writing ................................................................................230

  Using Short Sections ...............................................................................................................................231

  Using Stories and Analogies .................................................................................................................232

  Avoiding Absolutes ...................................................................................................................................232

  Using Pronouns .........................................................................................................................................233

Understanding Technical Writing...............................................................................................................233

  Knowing Your Audience .........................................................................................................................234

  Planning ........................................................................................................................................................234

  Following the Process .............................................................................................................................235

  Spelling Out Prerequisites .....................................................................................................................239

Writing for Customers .....................................................................................................................................240

  Following the 3-30-30 Rule ...................................................................................................................241

  Contributing to Web Pages ...................................................................................................................241

  Creating FAQs ............................................................................................................................................242

  Writing Tutorials .........................................................................................................................................243

  Contributing to Brochures .....................................................................................................................246

  Contributing to Newsletters ..................................................................................................................248

  Writing White Papers ...............................................................................................................................248

  Writing Technical Manuals .....................................................................................................................249

Writing for Internal Personnel .....................................................................................................................250

  Comparing Internal Documents to External Documents ...........................................................250

  Using a Knowledge Base .......................................................................................................................251

  Documenting Incidents ...........................................................................................................................251

Chapter Review Activities .............................................................................................................................253

  Answer These Questions .......................................................................................................................253

Answers and Explanations ...........................................................................................................................256

  Define the Key Terms ...............................................................................................................................258

     List the Words Inside Acronyms ..........................................................................................................258

  Create Mind Maps ....................................................................................................................................258

  Case Studies ...............................................................................................................................................258

CHAPTER 8 Training Skills ..................................................................................................................................260

Chapter Outline ..................................................................................................................................................261

Objectives ..............................................................................................................................................................261

Key Terms ..............................................................................................................................................................261

Effective Training Skills ..................................................................................................................................262

  Attitude ..........................................................................................................................................................263

  Skills and Techniques ..............................................................................................................................265

  Understanding Your Subject Matter ..................................................................................................278

Steps Involved in Training .............................................................................................................................279

  Understanding How People Learn .....................................................................................................279

  Understanding Why Adults Learn .......................................................................................................280

  Developing a Course ...............................................................................................................................281

  Creating Training Materials ....................................................................................................................286

  Delivering the Training .............................................................................................................................290

One-on-One Training vs. Group Training ...............................................................................................299

  Training Computer Users .......................................................................................................................299

  Training Help Desk Personnel ..............................................................................................................301

Chapter Review Activities .............................................................................................................................304

  Answer These Questions .......................................................................................................................304

Answers and Explanations ...........................................................................................................................307

  Define the Key Terms ...............................................................................................................................308

  List the Words Inside Acronyms ..........................................................................................................309

  Create Mind Maps ....................................................................................................................................309

  Define Other Terms ...................................................................................................................................309

  Case Studies ...............................................................................................................................................309

CHAPTER 9 Business Skills ...............................................................................................................................310

Chapter Outline ..................................................................................................................................................311

Objectives ..............................................................................................................................................................311

Key Terms ..............................................................................................................................................................311

Reviewing Core Business Skills .................................................................................................................312

  Communicating Effectively in the Business ....................................................................................312

  Writing Skills in the Business ...............................................................................................................313

  Understanding Presentation Skills in the Business .....................................................................314

  Solving Problems in the Business ......................................................................................................316

  Working with Customers ........................................................................................................................318

  Managing Projects in the Business ....................................................................................................318

  Managing Conflict .....................................................................................................................................323

  Maintaining Your Personal Appearance ...........................................................................................325

Shaping the Business ......................................................................................................................................326

  Creating Vision Statements ...................................................................................................................327

  Creating Mission Statements ...............................................................................................................328

  Identifying Values ......................................................................................................................................329

Aligning the Business ......................................................................................................................................332

  Governing IT ................................................................................................................................................333

  Comparing a Cost Center to a Profit Center ..................................................................................333

Understanding ITIL ...........................................................................................................................................334

  Defining an ITIL Service ..........................................................................................................................335

  Tracking Services Through Their Lifecycle ......................................................................................335

  Understanding ITIL Certifications .......................................................................................................336

  Understanding ITIL Is Not All or Nothing .........................................................................................338

  Understanding Service Level Agreements ......................................................................................339

  Using Good Practices .............................................................................................................................340

  Understanding the ITIL Service Desk ................................................................................................341

  Comparing ITIL to ITL .............................................................................................................................341

Chapter Review Activities .............................................................................................................................343

  Answer These Questions .......................................................................................................................343

Answers and Explanations ...........................................................................................................................346

  Define the Key Terms ...............................................................................................................................348

  List the Words Inside Acronyms ..........................................................................................................348

  Create Mind Maps ....................................................................................................................................349

  Define Other Terms ...................................................................................................................................349

  Case Studies ...............................................................................................................................................349

CHAPTER 10 Calculating Help Desk Value ................................................................................................350

Chapter Outline ..................................................................................................................................................351

Objectives ..............................................................................................................................................................351

Key Terms ..............................................................................................................................................................351

Calculating Value with Performance Metrics ......................................................................................352

  Measuring the Performance of Your Help Desk ............................................................................352

  Analyzing Trends .......................................................................................................................................362

  Capturing Statistics with Computer Telephony Integration ......................................................363

  Comparing Intrinsic Motivation to Extrinsic Motivation .............................................................364

Identifying Help Desk Costs .........................................................................................................................367

  Personnel Costs ........................................................................................................................................368

  Hardware Costs .........................................................................................................................................368

  Software Costs ...........................................................................................................................................368

  Facility Costs ..............................................................................................................................................369

  Overhead Costs .........................................................................................................................................370

  Budgeting .....................................................................................................................................................370

  Calculating Cost per Ticket ...................................................................................................................370

Creating a Cost Benefit Analysis (CBA) .................................................................................................372

  Comparing Tangibles and Intangibles ...............................................................................................373

An Example CBA .......................................................................................................................................373

  Calculating Return on Investment (ROI) ...........................................................................................377

Chapter Review Activities .............................................................................................................................379

  Answer These Questions .......................................................................................................................379

Answers and Explanations ...........................................................................................................................382

  Define the Key Terms ...............................................................................................................................383

  List the Words Inside Acronyms ..........................................................................................................384

  Create Mind Maps ....................................................................................................................................384

  Define Other Terms ...................................................................................................................................384

  Case Studies ...............................................................................................................................................384

APPENDIX ......................................................................................................................................................................386

GLOSSARY .....................................................................................................................................................................388

9780789752406, TOC, 10/7/2014

 

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