Help Desk Practitioner's Handbook (Heftet)


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Innbinding: Heftet
Utgivelsesår: 1999
Antall sider: 432
Forlag: John Wiley and Sons Ltd
Språk: Engelsk
ISBN/EAN: 9780471319924
Kategori: Data
Omtale Help Desk Practitioner's Handbook
Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including: Eleven effective listening habits that improve your ability to solve problems Techniques for increasing the speed and accuracy of problem resolution Early warning systems and layered strategies for problem control Tools for reducing calls and eliminating problems before they occur A simple, step-by-step process for doing cost justifications Methods for turning Help Desk interactions into marketing opportunities Visit our Web site at

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