This text provides a broad overview of the help desk. Topics include the types of help desks, how they are measured by the organizations they support, the varying roles and skills required within a typical help desk, and the processes, procedures, and technologies that ensure the help desk is operating efficiently and effectively. Hands-on activities and case projects help students learn real-world applications and examples of all concepts covered.
Auflage
Sprache
Verlagsort
Verlagsgruppe
Zielgruppe
Illustrationen
Maße
Höhe: 241 mm
Breite: 184 mm
Dicke: 19 mm
Gewicht
ISBN-13
978-0-7600-7150-2 (9780760071502)
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Schweitzer Klassifikation
Help desk concepts; help desk types; help desk roles and responsibilities; required skills; help desk processes and procedure; the help desk technologies; help desk performance measures; customer support as a profession; service management systems.
