Darril Gibson
Effective Help Desk Specialist Skills
Gebonden Engels 2014 9780789752406Levertijd ongeveer 9 werkdagen
Gratis verzonden
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
Aantal pagina's:456
Uitgever:Pearson Education
Hoofdrubriek:Certificering, Computer en informatica
Lezersrecensies
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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 .....................................................................................................................
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 .....................................................................................................................
Rubrieken
- advisering
- algemeen management
- coaching en trainen
- communicatie en media
- economie
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- internet en social media
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