Help Desk Technology, Tools and Techniques

Dion McBride (Autor)

Buch | Softcover

256 Seiten

2000
Course Technology Inc (Verlag)
978-0-7600-7151-9 (ISBN)

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Students learn to use help desk tools through hands-on projects using current help desk software. It includes an academic-version of a help desk software package with each textbook. Students log, track, and escalate calls, resolve problems using a knowledge base, generate reports, and more. The Instructor's Resource Kit helps instructors prepare for class with lecture notes, answers to homework problems, Course Test Manager software, a testbank, amongst other things.

Automating help desk processes and procedures; overview of service and support technology; call management tools and techniques; problem resolution tools and techniques; asset and change management; measuring help desk performance; other help desk tools and resources; service technology trends.

Erscheint lt. Verlag	2.4.2000
Verlagsort	Boston, MA
Sprache	englisch
Themenwelt	Mathematik / Informatik ► Informatik ► Theorie / Studium
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Wirtschaftsinformatik
ISBN-10	0-7600-7151-9 / 0760071519
ISBN-13	978-0-7600-7151-9 / 9780760071519
Zustand	Neuware