Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.
What is included in this program?
1) Comprehensive study guide / textbook
2) Three months / 12 weeks / 100 days access to online learning environment
3) Three months access to your personal instructor for study support and clarification
4) Exam at the end of the program
5) Certificate for successful candidates
Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions.
A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities.
Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.
This comprehensive book is designed to complement the in-depth Help Desk Technician eLearning program provided by The Art of Service, which you will have access to with purchase of this book. The interactive eLearn course uses a combination of narrated presentations with text supplements and multiple choice assessments, which will ultimately prepare you for the Help Desk Technician certification exam.
Contents:
CUSTOMER SERVICE PRINCIPLES:
-FOUR COMPONENTS OF CUSTOMER SERVICE
-CONFLICT RESOLUTION, What is Conflict?
-TYPES OF CONFLICT, Open Conflict vs, Hidden Conflict
-DECISION-MAKING AND ASSERTIVENESS, Seven Steps to Good Decision-Making, Pareto Analysis, Grid Analysis, PMI - Weighing the Pros and Cons of a Decision, Force Field Analysis, Six Thinking Hats, Starbursting, Stepladder Technique - Making Better Group Decisions, Cost/Benefit Analysis – Evaluating the options quantitatively
IT SERVICE MANAGEMENT
SERVICE DELIVERY PRINCIPLES:
-CAPACITY MANAGEMENT: Goals and objectives, Principles of Capacity Management, Capacity Management Activities
-CHANGE MANAGEMENT: Goals and Objectives, Designing and Planning, Change Models, Triggers and Interfaces, Change Management Activities, Roles and Responsibilities within Change Management, Challenges affecting Change Management.
SERVICE OPERATION PRINCIPLES:
-SERVICE OPERATION FUNCTIONS
-TECHNICAL MANAGEMENT, Goal and Objectives, Key Performance Indicators (KPIs) for Technical Management
-IT OPERATIONS MANAGEMENT, Goal and objectives, Operations Control, Facilities Management, Key Performance Indicators (KPIs) for IT Operations Management
-APPLICATION MANAGEMENT, Application Management Lifecycle
-SERVICE OPERATION PROCESSES
-EVENT MANAGEMENT, Goals and Objectives, Scope, Event Management Activities
-PROBLEM MANAGEMENT, Goals and Objectives, Scope, Benefits, Problem Management Activities, Proactive Problem Management, Managing Known Errors from the Service Transition Phase
REQUIRED TECHNICAL KNOWLEDGE:
-DESKTOP ENVIRONMENTS
-STANDARD OPERATING ENVIRONMENTS (SOES)
-MANAGING NETWORKS, TCP/IP Networks, Network Addressing, Network Devices, Managing High Availability (critical) Networks
-MANAGING SERVER ENVIRONMENTS, Monitoring Events, Managing Software Updates, Remotely Managing Servers, Monitoring Performance, Monitoring and Optimizing a Server Environment, Implementing, Managing, and Maintaining Routing and Remote Access
REVIEW QUESTIONS
