Help Desk Technician - Complete Certification Kit Book - Second Edition - Essential Study Guide and eLearning Program, Second Edition

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 gives you access to, and is designed to complement the access-included in-depth Help Desk Technician eLearning program provided by The Art of Service. 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

Definition of Customer Service

What is Service?

Four Components of Customer Service

Face-to-Face and One-to-One Contact

First Impressions

Conflict Resolution

What is Conflict?

Types of Conflict

Open Conflict vs Hidden Conflict

--Providing Effective Supervision

Tips for Learning the Ropes Quickly

Setting Goals

Decision Making and Assertiveness

Seven Steps to Good Decision Making

Pareto Analysis—Choosing the Most Important Changes to Make

PMI—Weighing the Pros and Cons of a Decision

Force Field Analysis—Understanding the Pressures For and Against Change

Six Thinking Hats—Looking at a Decision from All Points of View

Starbursting—Understanding New Ideas by Brainstorming Questions

Stepladder Technique—Making Better Group Decisions

Cost/Benefit Analysis—Evaluating Quantitatively

--Writing Reports and Proposals

Becoming a Good Writer

The Rules of Writing

--IT Service Management

Good practices

--Service Delivery Principles

Capacity Management

Goals and objectives

Principles of Capacity Management

Capacity Management Activities

Common Capacity Management Activities

Operational Activities of Capacity Management

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

Objectives

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

Goal and objectives

Build or Buy?

Application Management

Service Operation Processes

Event Management

Goals and Objectives

Scope

Problem Management

Goals and Objectives

Scope

Benefits

Problem Management Activities

Managing Known Errors

Service Operation Summary

--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

Backup Routines

...and much more