Getting an IT Help Desk Job For Dummies PDF Download
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Author: Tyler Regas Publisher: John Wiley & Sons ISBN: 1119018986 Category : Computers Languages : en Pages : 288
Book Description
Stand out in one of IT's fastest growing job markets If you're looking for a job in IT, the help desk is the heart and soul of most IT operations, and an excellent starting point for a promising career. With the help of Getting an IT Help Desk Job For Dummies, you'll gain the knowledge and know-how to cut through the confusion of navigating the Information Technology job market. IT can be intimidating to hopeful-yet-inexperienced job candidates, but this guide will help you find and land the job of your dreams. Through easy-to-follow explanations, authoritative information, and a bit of humor, Getting an IT Help Desk Job For Dummies serves as your thorough and approachable guide to maximizing your competitive edge in this booming market. The IT job market has continued to expand as technology matures and deepens its roots in business operations. This is good news for you! However, it makes it that much harder to get a job in IT, as recent grads and other professionals are practically stampeding to get their feet in the door of this rapidly expanding industry. Luckily, Getting an IT Help Desk Job For Dummies gives you an advantage by providing expert instruction on how to score an interview and secure a job offer, the skills needed to obtain and maintain an IT position, and authoritative information on how to establish a career path in the IT field. Explore careers in the IT Help Desk field and establish the path you want to follow Plan for post-education certifications and training to make yourself more marketable Get expert guidance for creating a winning resume and cover letter Prepare for your IT Help Desk interview Loaded with simple, straight-forward advice, Getting an IT Help Desk Job For Dummies is your all-in-one guide to starting your IT career on the right foot!
Author: Tyler Regas Publisher: John Wiley & Sons ISBN: 1119018986 Category : Computers Languages : en Pages : 288
Book Description
Stand out in one of IT's fastest growing job markets If you're looking for a job in IT, the help desk is the heart and soul of most IT operations, and an excellent starting point for a promising career. With the help of Getting an IT Help Desk Job For Dummies, you'll gain the knowledge and know-how to cut through the confusion of navigating the Information Technology job market. IT can be intimidating to hopeful-yet-inexperienced job candidates, but this guide will help you find and land the job of your dreams. Through easy-to-follow explanations, authoritative information, and a bit of humor, Getting an IT Help Desk Job For Dummies serves as your thorough and approachable guide to maximizing your competitive edge in this booming market. The IT job market has continued to expand as technology matures and deepens its roots in business operations. This is good news for you! However, it makes it that much harder to get a job in IT, as recent grads and other professionals are practically stampeding to get their feet in the door of this rapidly expanding industry. Luckily, Getting an IT Help Desk Job For Dummies gives you an advantage by providing expert instruction on how to score an interview and secure a job offer, the skills needed to obtain and maintain an IT position, and authoritative information on how to establish a career path in the IT field. Explore careers in the IT Help Desk field and establish the path you want to follow Plan for post-education certifications and training to make yourself more marketable Get expert guidance for creating a winning resume and cover letter Prepare for your IT Help Desk interview Loaded with simple, straight-forward advice, Getting an IT Help Desk Job For Dummies is your all-in-one guide to starting your IT career on the right foot!
Author: Tyler Regas Publisher: John Wiley & Sons ISBN: 1119018978 Category : Computers Languages : en Pages : 288
Book Description
Stand out in one of IT's fastest growing job markets If you're looking for a job in IT, the help desk is the heart and soul of most IT operations, and an excellent starting point for a promising career. With the help of Getting an IT Help Desk Job For Dummies, you'll gain the knowledge and know-how to cut through the confusion of navigating the Information Technology job market. IT can be intimidating to hopeful-yet-inexperienced job candidates, but this guide will help you find and land the job of your dreams. Through easy-to-follow explanations, authoritative information, and a bit of humor, Getting an IT Help Desk Job For Dummies serves as your thorough and approachable guide to maximizing your competitive edge in this booming market. The IT job market has continued to expand as technology matures and deepens its roots in business operations. This is good news for you! However, it makes it that much harder to get a job in IT, as recent grads and other professionals are practically stampeding to get their feet in the door of this rapidly expanding industry. Luckily, Getting an IT Help Desk Job For Dummies gives you an advantage by providing expert instruction on how to score an interview and secure a job offer, the skills needed to obtain and maintain an IT position, and authoritative information on how to establish a career path in the IT field. Explore careers in the IT Help Desk field and establish the path you want to follow Plan for post-education certifications and training to make yourself more marketable Get expert guidance for creating a winning resume and cover letter Prepare for your IT Help Desk interview Loaded with simple, straight-forward advice, Getting an IT Help Desk Job For Dummies is your all-in-one guide to starting your IT career on the right foot!
Author: Darril Gibson Publisher: Pearson IT Certification ISBN: 0133571858 Category : Computers Languages : en Pages : 450
Book Description
All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together
Author: Noel Bruton Publisher: Routledge ISBN: 1136016732 Category : Business & Economics Languages : en Pages : 374
Book Description
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk
Author: Noel Bruton Publisher: Routledge ISBN: 0750649011 Category : Business & Economics Languages : en Pages : 374
Book Description
The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.
Author: D Russell Steffy Publisher: Createspace Independent Publishing Platform ISBN: 9781466266940 Category : Languages : en Pages : 0
Book Description
It didn't take long on my first job as a Help Desk Technician to realize why a lot of folks don't want to pursue this career path. This type of work isn't for everyone. Let's face it, nobody wants to constantly deal with unhappy users, and where "bug", "fix" and "workaround" are the three most used terms on a daily basis. But it doesn't have to be that way. Yes it's hard work to change that all-to-common scenario, but the payoffs can be tremendous. My career has spanned across many organizations and over twenty five years where I've had to completely restructure the concept of the Help Desk. In every case, customer satisfaction increased at least several fold, call volume was reduced by as much as seventy percent, and the moral boost virtually immeasurable. All of a sudden, Help Desk Techs were asked for by name, holiday cards were received in the mail, and even unsolicited testimonials were received by executive management complimenting the excellent support and service. Here is my "professional biography", a template for achieving a successful Help Desk and Technical Support environment. An all-inclusive guide for the Help Desk or Technical Support Professional, "In A Perfect World, A Survival Guide for the Help Desk Technician" offers a light-hearted approach to techniques for problem solving, how to handle users of varying skill levels and demeanor, company politics (yours and theirs), and much more. "In A Perfect World" includes tips for broadening time management and organizational skills with emphasis on common sense. The Help Desk is often the first impression a prospective client will experience, and it is imperative all issues be resolved with expedience and professionalism. "In A Perfect World" is a powerful reference tool ideal for Help Desk Technicians on the frontline, Department Managers, on up to Executive Management. "In a Perfect World" is also great for novice and intermediate users offering valuable information suitable for sharpening their computer related skill set.
Author: Wayne Schlicht Publisher: Build a Help Desk Consulting LLC ISBN: 1696388414 Category : Computers Languages : en Pages : 330
Book Description
Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today
Author: Kumar Publisher: Independently Published ISBN: 9781519068446 Category : Computers Languages : en Pages : 108
Book Description
It's for these job interviews: IT Support Specialist IT Service Desk Technician PC Support/Technical Support/IT Support IT Service Desk Technician Desktop Support Specialist Why this book: It will help you to convey powerful and useful information about various aspects of IT Support Specialist job to the employer successfully. It gives readers the most important practical job related information for supporting various aspects of ICT (Information & Communication Technology): ICT infrastructure Support (e.g. desktops, laptops, printers, scanners, connectivity, software, e-mail, etc.) Desktop Support (hardware, software, OS, peripherals) Troubleshooting PC hardware and software problems Non Technical/ Personal/ HR interview Try to be in parking lot an hour before the interview and use this time to read over this E-book. It has been well written to make it a very quick read. Practicing with this interview questions and answers in the mirror will help with your replies to questions and pass with flying colors. It also covers non-technical, HR and Personnel questions in brief. Good Luck, Kumar
Author: Judith S. Hurwitz Publisher: John Wiley & Sons ISBN: 0470529083 Category : Computers Languages : en Pages : 338
Book Description
A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma
Author: Tyler Regas
Author: Tyler Regas
Author: Tyler Regas
Author: Darril Gibson
Author: Noel Bruton
Author: Noel Bruton
Author: Darril Gibson
Author: D Russell Steffy
Author: Wayne Schlicht
Author: Kumar
Author: Judith S. Hurwitz