A Guide to Customer Service Skills for the Service Desk Professional

The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.

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• A+ Guide to IT Technical Support (Hardware and Software)
• Guide to Networking Essentials, 6th Edition
• Guide to Networking Essentials - Standalone Book
• A Guide to Service Desk Concepts
• CompTIA Security+ Guide to Network Security Fundamentals (with CertBlaster Printed Access Card)
• Wireshark 101: Essential Skills for Network Analysis - Second Edition: Wireshark Solution Series
• Mike Meyers’ CompTIA Network+ Guide to Managing and Troubleshooting Networks, Fourth Edition (Exam N10-006) (Mike Meyers' Computer Skills)
• Information Technology Project Management
• CompTIA Security+ Guide to Network Security Fundamentals - Standalone Book