reference includes a complete update of all topics covered in the first edition, plus plenty of information on important new topics including migration, Intranet and Internet strategies, and help desk strategies in multi-vendor environments. The CD contains templates, checklists, and customizable ""maps"" of decision-making criteria.

This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.

Designed specifically for a first course in any help desk or user support curriculum, this book introduces readers to the service concepts, skill sets, career paths, and operations of the help desk industry. This is one of the first books to present help desk concepts from an educational perspective and provide an overview of the help desk for individuals interested in pursuing a career in customer support. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager. The author's expertise provides strong real-world computer support examples, case studies, and exercises throughout the book.

This book provides an overview of the knowledge, skills, and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, this titles emphasizes problem-solving and communication skills in addition to technical coverage. Using creative Hands-On exercises and Case Projects, users apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for today's team-oriented work environment.

The definitive technical writing reference in an updated sixth edition. This comprehensive resource-alphabetically arranged for quick reference-provides guidance on the writing process, in-depth treatment of grammar and usage, abundant real-world examples of technical writing, and up-to-date coverage of technology.

reference includes a complete update of all topics covered in the first edition, plus plenty of information on important new topics including migration, Intranet and Internet strategies, and help desk strategies in multi-vendor environments. The CD contains templates, checklists, and customizable ""maps"" of decision-making criteria.