Effective Help Desk Specialist Skills

Name: Effective Help Desk Specialist Skills
Author: Darril Gibson

Specificaties

Gebonden, blz. | Engels

Pearson Education | 2014

ISBN13: 9780789752406

Rubricering

Pearson Education e druk, 2014 9780789752406

116,14

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Verwachte levertijd ongeveer 9 werkdagen

Samenvatting

This is today's most complete, practical, and up-to-date guide to succeeding as a help desk professional. Leading technology instructor and consultant Darril Gibson thoroughly explains each of today's help desk support roles, and fully covers all essential skill sets, both technical and personal. Reflecting his extensive classroom and field experience, he presents exceptionally clear and relevant objectives and summaries, backed with realistic case studies, hands-on projects, exercises, and multiple-choice review questions.

Specificaties

ISBN13:9780789752406

Taal:Engels

Bindwijze:Gebonden

Uitgever:Pearson Education

Hoofdrubriek:Certificering, Computer en informatica

Inhoudsopgave

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 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