Effective Help Desk Specialist Skills

INTRODUCTION ................................................................................................................................................................1

Organization of the Text ......................................................................................................................................1

Key Pedagogical Features .................................................................................................................................2

A Brief Word on Mind Mapping .......................................................................................................................3

Conclusion .................................................................................................................................................................5

CHAPTER 1 Introduction to Help Desk Support Roles ..............................................................................6

Chapter Outline .......................................................................................................................................................7

Objectives ...................................................................................................................................................................7

Key Terms ...................................................................................................................................................................7

Understanding the Support Center ...............................................................................................................8

A Little History .................................................................................................................................................8

The Evolution of the Support Center ......................................................................................................9

Understanding an Incident and Incident Management .................................................................10

The Role of the Support Center .............................................................................................................10

IT Tiers within an Organization ...............................................................................................................12

The Role of the Help Desk Professional ...................................................................................................14

First Line of Support for Users ...............................................................................................................14

Assessing Problems and Identifying Solutions ................................................................................14

Recognizing Required Skillsets ..............................................................................................................15

Understanding Users ..........................................................................................................................................19

User Categories ............................................................................................................................................19

Services Provided to Users ......................................................................................................................21

Typical Incident Process ...................................................................................................................................23

Steps in a Typical Incident Process ......................................................................................................23

Tracking Incidents ........................................................................................................................................31

Taking Ownership of Incidents ................................................................................................................33

Chapter Review Activities ................................................................................................................................35

Answer These Questions ..........................................................................................................................35

Answers and Explanations ..............................................................................................................................38

Define the Key Terms ..................................................................................................................................40

List the Words Inside Acronyms .............................................................................................................40

Create Mind Maps .......................................................................................................................................41

Define Other Terms ......................................................................................................................................41

Case Studies ..................................................................................................................................................41

CHAPTER 2 Communication Skills .....................................................................................................................42

Chapter Outline .....................................................................................................................................................43

Objectives .................................................................................................................................................................43

Key Terms .................................................................................................................................................................43

Elements of Communication ..........................................................................................................................44

Verbal versus Non-Verbal Skills ..............................................................................................................45

Effective Questioning Skills ......................................................................................................................50

Active Listening Skills .................................................................................................................................52

Methods to Improve Customer Interactions ......................................................................................54

Recognizing Communication Barriers .......................................................................................................59

Filters ................................................................................................................................................................60

Previous Contact ..........................................................................................................................................62

Cultural Sensitivity .......................................................................................................................................63

Comparing Different Communication Methods ....................................................................................64

In-Person .........................................................................................................................................................64

Telephone ........................................................................................................................................................64

Text-Only Communications ......................................................................................................................65

Handling Difficult Situations............................................................................................................................66

Expect the Best ............................................................................................................................................67

Common Situations .....................................................................................................................................68

Handling Conflict ..........................................................................................................................................70

Defusing Incidents .......................................................................................................................................71

When to Escalate .........................................................................................................................................71

Chapter Review Activities ................................................................................................................................73

Answer These Questions ..........................................................................................................................73

Answers and Explanations ..............................................................................................................................76

Define the Key Terms ..................................................................................................................................78

List the Words Inside Acronyms .............................................................................................................78

Create Mind Maps .......................................................................................................................................78

Case Studies ..................................................................................................................................................79

CHAPTER 3 Personal Skills ...................................................................................................................................80

Chapter Outline .....................................................................................................................................................81

Objectives .................................................................................................................................................................81

Key Terms .................................................................................................................................................................81

Recognizing the Value of Attitude ................................................................................................................82

Positive Attitude ............................................................................................................................................82

Attitude versus Aptitude ............................................................................................................................84

Service Attitude .............................................................................................................................................86

Problem Ownership .....................................................................................................................................87

Managing Stress ...................................................................................................................................................88

Distress vs. Eustress ...................................................................................................................................89

Stress and Adrenaline ................................................................................................................................90

General Adaptation Syndrome ................................................................................................................91

Effects of Distress ........................................................................................................................................92

Recognizing Burnout ..................................................................................................................................93

Identifying Stressors ...................................................................................................................................97

Managing Stress ...........................................................................................................................................98

Managing Your Time ...........................................................................................................................................99

Document, Document, Document ......................................................................................................100

Manage Priorities ......................................................................................................................................100

Give Yourself More Time ........................................................................................................................102

Managing Your Career ....................................................................................................................................102

Career Paths ...............................................................................................................................................103

Certifications ...............................................................................................................................................104

Chapter Review Activities .............................................................................................................................107

Answer These Questions .......................................................................................................................107

Answers and Explanations ...........................................................................................................................110

Define the Key Terms ...............................................................................................................................112

Create Mind Maps ....................................................................................................................................112

Case Studies ...............................................................................................................................................112

CHAPTER 4 Technical Skills ...............................................................................................................................114

Chapter Outline ..................................................................................................................................................115

Objectives ..............................................................................................................................................................115

Key Terms ..............................................................................................................................................................115

Working with Personal Computers ...........................................................................................................116

Reviewing PC Hardware .........................................................................................................................116

Understanding Firmware ........................................................................................................................127

Understanding PC Operating Systems ............................................................................................129

Supporting Software Applications ......................................................................................................131

Working with Networks ..................................................................................................................................131

Introducing Protocols ..............................................................................................................................132

Understanding Common Network Components ..........................................................................133

Working with Mobile Devices ......................................................................................................................141

Comparing Operating Systems ...........................................................................................................142

Comparing App Stores ...........................................................................................................................143

Configuring Email ......................................................................................................................................143

Implementing Security on Mobile Devices ......................................................................................144

Comparing Landscape Modes to Portrait Modes ........................................................................145

Understanding the Product ..........................................................................................................................146

Getting Certified ........................................................................................................................................146

Continuous Learning ................................................................................................................................149

Chapter Review Activities .............................................................................................................................150

Answer These Questions .......................................................................................................................150

Answers and Explanations ...........................................................................................................................153

Define the Key Terms ...............................................................................................................................155

List the Words Inside Acronyms ..........................................................................................................155

Create Mind Maps ....................................................................................................................................156

Define Other Terms ...................................................................................................................................156

Case Studies ...............................................................................................................................................156

CHAPTER 5 Security Skills .................................................................................................................................158

Chapter Outline ..................................................................................................................................................159

Objectives ..............................................................................................................................................................159

Key Terms ..............................................................................................................................................................159

Protecting IT Resources ................................................................................................................................160

Introducing the Security Triad ..............................................................................................................161

Protecting Confidentiality .......................................................................................................................161

Protecting Integrity ...................................................................................................................................163

Protecting Availability ..............................................................................................................................164

Understanding Malware .................................................................................................................................165

Replicating Malware .................................................................................................................................169

Recognizing Malware Symptoms .......................................................................................................171

Protecting Against Malware ..................................................................................................................172

Removing Malware ...................................................................................................................................173

Managing Risk ....................................................................................................................................................173

Recognizing Threats ................................................................................................................................176

Identifying Vulnerabilities ........................................................................................................................184

Implementing Security Controls ..........................................................................................................185

Chapter Review Activities .............................................................................................................................187

Answer These Questions .......................................................................................................................187

Answers and Explanations ...........................................................................................................................190

Define the Key Terms ...............................................................................................................................192

List the Words Inside Acronyms ..........................................................................................................192

Create Mind Maps ....................................................................................................................................193

Define Other Terms ...................................................................................................................................193

Case Studies ...............................................................................................................................................193

CHAPTER 6 Troubleshooting Skills ................................................................................................................194

Chapter Outline ..................................................................................................................................................195

Objectives ..............................................................................................................................................................195

Key Terms ..............................................................................................................................................................195

Recognizing Key Troubleshooting Steps ...............................................................................................196

Identifying the Problem ...........................................................................................................................197

Establishing a Theory of Probable Cause .......................................................................................199

Testing the Theory to Determine the Cause ...................................................................................199

Establishing a Plan of Action to Resolve the Problem ...............................................................203

Implementing the Solution or Escalating if Necessary ...............................................................203

Verifying Full System Functionality .....................................................................................................205

Documenting Findings, Actions, and Outcomes ..........................................................................206

Following Standard Operating Procedures (SOPs) ..........................................................................207

Using Troubleshooting Guides .............................................................................................................208

Using Software to Solve Incidents .....................................................................................................210

Understanding Problem-Solving Skills ...................................................................................................214

Critical Thinking Skills .............................................................................................................................214

Types of Thinking ......................................................................................................................................216

Making Decisions ......................................................................................................................................218

Chapter Review Activities .............................................................................................................................220

Answer These Questions .......................................................................................................................220

Answers and Explanations ...........................................................................................................................223

Define the Key Terms ...............................................................................................................................225

List the Words Inside Acronyms ..........................................................................................................225

Create Mind Maps ....................................................................................................................................225

Case Studies ...............................................................................................................................................225

CHAPTER 7 Writing Skills ....................................................................................................................................226

Chapter Outline ..................................................................................................................................................227

Objectives ..............................................................................................................................................................227

Key Terms ..............................................................................................................................................................227

Comparing Writing Styles ..............................................................................................................................228

Comparing Active Writing to Passive Writing ................................................................................230

Using Short Sections ...............................................................................................................................231

Using Stories and Analogies .................................................................................................................232

Avoiding Absolutes ...................................................................................................................................232

Using Pronouns .........................................................................................................................................233

Understanding Technical Writing...............................................................................................................233

Knowing Your Audience .........................................................................................................................234

Planning ........................................................................................................................................................234

Following the Process .............................................................................................................................235

Spelling Out Prerequisites .....................................................................................................................239

Writing for Customers .....................................................................................................................................240

Following the 3-30-30 Rule ...................................................................................................................241

Contributing to Web Pages ...................................................................................................................241

Creating FAQs ............................................................................................................................................242

Writing Tutorials .........................................................................................................................................243

Contributing to Brochures .....................................................................................................................246

Contributing to Newsletters ..................................................................................................................248

Writing White Papers ...............................................................................................................................248

Writing Technical Manuals .....................................................................................................................249

Writing for Internal Personnel .....................................................................................................................250

Comparing Internal Documents to External Documents ...........................................................250

Using a Knowledge Base .......................................................................................................................251

Documenting Incidents ...........................................................................................................................251

Chapter Review Activities .............................................................................................................................253

Answer These Questions .......................................................................................................................253

Answers and Explanations ...........................................................................................................................256

Define the Key Terms ...............................................................................................................................258

List the Words Inside Acronyms ..........................................................................................................258

Create Mind Maps ....................................................................................................................................258

Case Studies ...............................................................................................................................................258

CHAPTER 8 Training Skills ..................................................................................................................................260

Chapter Outline ..................................................................................................................................................261

Objectives ..............................................................................................................................................................261

Key Terms ..............................................................................................................................................................261

Effective Training Skills ..................................................................................................................................262

Attitude ..........................................................................................................................................................263

Skills and Techniques ..............................................................................................................................265

Understanding Your Subject Matter ..................................................................................................278

Steps Involved in Training .............................................................................................................................279

Understanding How People Learn .....................................................................................................279

Understanding Why Adults Learn .......................................................................................................280

Developing a Course ...............................................................................................................................281

Creating Training Materials ....................................................................................................................286

Delivering the Training .............................................................................................................................290

One-on-One Training vs. Group Training ...............................................................................................299

Training Computer Users .......................................................................................................................299

Training Help Desk Personnel ..............................................................................................................301

Chapter Review Activities .............................................................................................................................304

Answer These Questions .......................................................................................................................304

Answers and Explanations ...........................................................................................................................307

Define the Key Terms ...............................................................................................................................308

List the Words Inside Acronyms ..........................................................................................................309

Create Mind Maps ....................................................................................................................................309

Define Other Terms ...................................................................................................................................309

Case Studies ...............................................................................................................................................309

CHAPTER 9 Business Skills ...............................................................................................................................310

Chapter Outline ..................................................................................................................................................311

Objectives ..............................................................................................................................................................311

Key Terms ..............................................................................................................................................................311

Reviewing Core Business Skills .................................................................................................................312

Communicating Effectively in the Business ....................................................................................312

Writing Skills in the Business ...............................................................................................................313

Understanding Presentation Skills in the Business .....................................................................314

Solving Problems in the Business ......................................................................................................316

Working with Customers ........................................................................................................................318

Managing Projects in the Business ....................................................................................................318

Managing Conflict .....................................................................................................................................323

Maintaining Your Personal Appearance ...........................................................................................325

Shaping the Business ......................................................................................................................................326

Creating Vision Statements ...................................................................................................................327

Creating Mission Statements ...............................................................................................................328

Identifying Values ......................................................................................................................................329

Aligning the Business ......................................................................................................................................332

Governing IT ................................................................................................................................................333

Comparing a Cost Center to a Profit Center ..................................................................................333

Understanding ITIL ...........................................................................................................................................334

Defining an ITIL Service ..........................................................................................................................335

Tracking Services Through Their Lifecycle ......................................................................................335

Understanding ITIL Certifications .......................................................................................................336

Understanding ITIL Is Not All or Nothing .........................................................................................338

Understanding Service Level Agreements ......................................................................................339

Using Good Practices .............................................................................................................................340

Understanding the ITIL Service Desk ................................................................................................341

Comparing ITIL to ITL .............................................................................................................................341

Chapter Review Activities .............................................................................................................................343

Answer These Questions .......................................................................................................................343

Answers and Explanations ...........................................................................................................................346

Define the Key Terms ...............................................................................................................................348

List the Words Inside Acronyms ..........................................................................................................348

Create Mind Maps ....................................................................................................................................349

Define Other Terms ...................................................................................................................................349

Case Studies ...............................................................................................................................................349

CHAPTER 10 Calculating Help Desk Value ................................................................................................350

Chapter Outline ..................................................................................................................................................351

Objectives ..............................................................................................................................................................351

Key Terms ..............................................................................................................................................................351

Calculating Value with Performance Metrics ......................................................................................352

Measuring the Performance of Your Help Desk ............................................................................352

Analyzing Trends .......................................................................................................................................362

Capturing Statistics with Computer Telephony Integration ......................................................363

Comparing Intrinsic Motivation to Extrinsic Motivation .............................................................364

Identifying Help Desk Costs .........................................................................................................................367

Personnel Costs ........................................................................................................................................368

Hardware Costs .........................................................................................................................................368

Software Costs ...........................................................................................................................................368

Facility Costs ..............................................................................................................................................369

Overhead Costs .........................................................................................................................................370

Budgeting .....................................................................................................................................................370

Calculating Cost per Ticket ...................................................................................................................370

Creating a Cost Benefit Analysis (CBA) .................................................................................................372

Comparing Tangibles and Intangibles ...............................................................................................373

An Example CBA .......................................................................................................................................373

Calculating Return on Investment (ROI) ...........................................................................................377

Chapter Review Activities .............................................................................................................................379

Answer These Questions .......................................................................................................................379

Answers and Explanations ...........................................................................................................................382

Define the Key Terms ...............................................................................................................................383

List the Words Inside Acronyms ..........................................................................................................384

Create Mind Maps ....................................................................................................................................384

Define Other Terms ...................................................................................................................................384

Case Studies ...............................................................................................................................................384

APPENDIX ......................................................................................................................................................................386

GLOSSARY .....................................................................................................................................................................388

9780789752406, TOC, 10/7/2014