Help Desk Manager - Complete Certification Kit: Develop the skills required to manage a high-performing Help Desk, its team, balance workloads and improve efficiency

Business & Finance, Marketing & Sales, Customer Service, Nonfiction, Computers, General Computing, Skills
Cover of the book Help Desk Manager - Complete Certification Kit: Develop the skills required to manage a high-performing Help Desk, its team, balance workloads and improve efficiency by Tim Malone, Emereo Publishing
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Tim Malone ISBN: 9781486432400
Publisher: Emereo Publishing Publication: October 24, 2012
Imprint: Emereo Publishing Language: English
Author: Tim Malone
ISBN: 9781486432400
Publisher: Emereo Publishing
Publication: October 24, 2012
Imprint: Emereo Publishing
Language: English
- What are the most common mistakes made by Help Desk/Service Desk Managers?

- What's the trick to running a call center or help desk that is Great?

- How to Create value from a Help Desk standpoint

- What help desk and support system you recommend for an IT service department?

- How do you measure and report staff and team performance?

- What should you look for in a Help Desk/Trouble Ticketing System

Regardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population.

To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.

This study guide and its accompanying online learning program book focuses on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes.

This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam.

Contents

- Hiring The Right Staff

- Topgrading

- Coaching : The Topgrading-Based Model

- Team Building

- Motivating Your Workforce

- Conducting Effective Performance Reviews

- Staff Retention

- It Service Management

- The Service Lifecycle

- Service Delivery Principles

- Service Operation Principles

- Service Operation Processes

- Selecting / Configuring Help Desk Tools

- Review Questions

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
- What are the most common mistakes made by Help Desk/Service Desk Managers?

- What's the trick to running a call center or help desk that is Great?

- How to Create value from a Help Desk standpoint

- What help desk and support system you recommend for an IT service department?

- How do you measure and report staff and team performance?

- What should you look for in a Help Desk/Trouble Ticketing System

Regardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population.

To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.

This study guide and its accompanying online learning program book focuses on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes.

This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam.

Contents

- Hiring The Right Staff

- Topgrading

- Coaching : The Topgrading-Based Model

- Team Building

- Motivating Your Workforce

- Conducting Effective Performance Reviews

- Staff Retention

- It Service Management

- The Service Lifecycle

- Service Delivery Principles

- Service Operation Principles

- Service Operation Processes

- Selecting / Configuring Help Desk Tools

- Review Questions

More books from Emereo Publishing

Cover of the book Active Server Pages 76 Success Secrets - 76 Most Asked Questions On Active Server Pages - What You Need To Know by Tim Malone
Cover of the book Certificate of Cloud Security Knowledge (CCSK) 264 Success Secrets - 264 Most Asked Questions On Certificate of Cloud Security Knowledge (CCSK) - What You Need To Know by Tim Malone
Cover of the book Nests and Eggs of Familiar British Birds, Second Series - Described and Illustrated; with an Account of the Haunts and Habits of the Feathered Architects, and their Times and Modes of Building - The Original Classic Edition by Tim Malone
Cover of the book Politics Greatest Quotes - Quick, Short, Medium Or Long Quotes. Find The Perfect Politics Quotations For All Occasions - Spicing Up Letters, Speeches, And Everyday Conversations. by Tim Malone
Cover of the book Up-To-The-Minute Rose Byrne - 167 Success Secrets by Tim Malone
Cover of the book Channel Management - Simple Steps to Win, Insights and Opportunities for Maxing Out Success by Tim Malone
Cover of the book Certified Information Systems Security Professional 42 Success Secrets - 42 Most Asked Questions On Certified Information Systems Security Professional - What You Need To Know by Tim Malone
Cover of the book Nooks and Corners of Shropshire - The Original Classic Edition by Tim Malone
Cover of the book Leonardo DiCaprio 189 Success Facts - Everything you need to know about Leonardo DiCaprio by Tim Malone
Cover of the book Willem Dafoe 189 Success Facts - Everything you need to know about Willem Dafoe by Tim Malone
Cover of the book VM 26 Success Secrets - 26 Most Asked Questions On VM - What You Need To Know by Tim Malone
Cover of the book Volunteering 212 Success Secrets - 212 Most Asked Questions On Volunteering - What You Need To Know by Tim Malone
Cover of the book Survival Greatest Quotes - Quick, Short, Medium Or Long Quotes. Find The Perfect Survival Quotations For All Occasions - Spicing Up Letters, Speeches, And Everyday Conversations. by Tim Malone
Cover of the book Mo Farah 65 Success Facts - Everything you need to know about Mo Farah by Tim Malone
Cover of the book Elizabeth I 145 Success Facts - Everything you need to know about Elizabeth I by Tim Malone
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy