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Effective Help Desk Specialist Skills

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Effective Help Desk Specialist Skills Effective Help Desk Specialist Skills Darril R. Gibson 800 East 96th Street Indianapolis, Indiana 46240 USA Effective Help Desk Specialist Skills Associate Publisher Dave Dusthimer Copyright © 2015 by Pearson Education, Inc. Acquisitions Editor All rights reserved. No part of this book shall be reproduced, stored in a retrieval system, or Betsy Brown transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, Development Editor without written permission from the publisher. No patent liability is assumed with respect Box Twelve Communications to the use of the information contained herein. Although every precaution has been taken in the preparation of this book, the publisher and author assume no responsibility for errors or Managing Editor omissions. Nor is any liability assumed for damages resulting from the use of the information Sandra Schroeder contained herein. Project Editor ISBN-13: 978-0-7897-5240-6 Mandie Frank ISBN-10: 0-7897-5240-9 Copy Editor Library of Congress Control Number: 2014949750 Katie Matejka Printed in the United States of America Indexer First Printing: November 2014 Heather McNeill Proofreader Trademarks Sarah Kearns All terms mentioned in this book that are known to be trademarks or service marks have Technical Editor been appropriately capitalized. Pearson IT Certification cannot attest to the accuracy of this James Anthos information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark. Publishing Coordinator Vanessa Evans Warning and Disclaimer Interior Designer Every effort has been made to make this book as complete and as accurate as possible, but no Mark Shirar warranty or fitness is implied. The information provided is on an “as is” basis. The author and Cover Designer the publisher shall have neither liability nor responsibility to any person or entity with respect Alan Clements to any loss or damages arising from the information contained in this book or from the use of the CD or programs accompanying it. Compositor Studio Galou Special Sales For information about buying this title in bulk quantities, or for special sales opportunities (which may include electronic versions; custom cover designs; and content particular to your business, training goals, marketing focus, or branding interests), please contact our corporate sales department at [email protected] or (800) 382-3419. For government sales inquiries, please contact [email protected]. For questions about sales outside the U.S., please contact [email protected]. Contents at a Glance Introduction 1 CHAPTER 1 Introduction to Help Desk Support Roles 6 CHAPTER 2 Communication Skills 42 CHAPTER 3 Personal Skills 80 CHAPTER 4 Technical Skills 114 CHAPTER 5 Security Skills 158 CHAPTER 6 Troubleshooting Skills 194 CHAPTER 7 Writing Skills 226 CHAPTER 8 Training Skills 260 CHAPTER 9 Business Skills 310 CHAPTER 10 Calculating Help Desk Value 350 APPENDIX 386 INDEX 400 Table of Contents 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
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