Help Desk Practitioner's Handbook

The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including:

* Eleven effective listening habits that improve your ability to solve problems

* Techniques for increasing the speed and accuracy of problem resolution

* Early warning systems and layered strategies for problem control

* Tools for reducing calls and eliminating problems before they occur

* A simple, step-by-step process for doing cost justifications

* Methods for turning Help Desk interactions into marketing opportunities

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