商品簡介
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. Coverage includes:
- Touring the modern support center and understanding the role of help desk support professionals
- Understanding users and their needs
- Communicating effectively: active listening and effective questioning
- Improving interactions and handling difficult situations
- Personal skills: positive attitude, owning the problem, and managing time and stress
- Taking control of your own career path
- Technical product knowledge: certifications, continuous learning, and support resources
- Skill sets for supporting PC hardware, operating systems, mobile devices, data retrieval, and networks
- Security threats, risks, and countermeasures
- Troubleshooting skills and methods
- Succeeding in writing and training roles
- Understanding the business, working in teams, and aligning with business goals
- Working with ITIL: Fundamentals, SLAs, and best practices
- Calculating Help Desk value and performance
作者簡介
Darril Gibson is the CEO of YCDA, LLC (short for You Can Do Anything). He regularly writes and consults on a wide variety of technical and security topics and holds several certifications including MCSE, MCDBA, MCSD, MCITP, ITIL v3, Security+, and CISSP. He has authored or coauthored more than 30 books including the best-selling Security+: Get Certified, Get Ahead series. Darril regularly blogs at http://blogs.getcertifiedgetahead.com/.
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