Effective Help Desk Specialist Skills

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.

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 ...195 Recognizing Key Troubleshooting Steps ...196 Identifying the Problem ...197 Establishing a Theory of Probable Cause ...199 Testing the Theory to Determine the Cause ...199 Establishing a Plan of Action to Resolve the Problem ...203 Implementing the Solution or Escalating if Necessary ...203 Verifying Full System Functionality ...205 Documenting Findings, Actions, and Outcomes ...206 Following Standard Operating Procedures (SOPs) ...207 Using Troubleshooting Guides ...208 Using Software to Solve Incidents ...210 Understanding Problem-Solving Skills ...214 Critical Thinking Skills ...214 Types of Thinking ...216 Making Decisions ...218 Chapter Review Activities ...220 Answer These Questions ...220 Answers and Explanations ...223 Define the Key Terms ...225 List the Words Inside Acronyms ...225 Create Mind Maps ...225 Case Studies ...225 CHAPTER 7 Writing Skills ...226 Chapter Outline ...227 Objectives ...227 Key Terms ...227 Comparing Writing Styles ...228 Comparing Active Writing to Passive Writing ...230 Using Short Sections ...231 Using Stories and Analogies ...232 Avoiding Absolutes ...232 Using Pronouns ...233 Understanding Technical Writing...233 Knowing Your Audience ...234 Planning ...234 Following the Process ...235 Spelling Out Prerequisites ...239 Writing for Customers ...240 Following the 3-30-30 Rule ...241 Contributing to Web Pages ...241 Creating FAQs ...242 Writing Tutorials ...243 Contributing to Brochures ...246 Contributing to Newsletters ...248 Writing White Papers ...248 Writing Technical Manuals ...249 Writing for Internal Personnel ...250 Comparing Internal Documents to External Documents ...250 Using a Knowledge Base ...251 Documenting Incidents ...251 Chapter Review Activities ...253 Answer These Questions ...253 Answers and Explanations ...256 Define the Key Terms ...258 List the Words Inside Acronyms ...258 Create Mind Maps ...258 Case Studies ...258 CHAPTER 8 Training Skills ...260 Chapter Outline ...261 Objectives ...261 Key Terms ...261 Effective Training Skills ...262 Attitude ...263 Skills and Techniques ...265 Understanding Your Subject Matter ...278 Steps Involved in Training ...279 Understanding How People Learn ...279 Understanding Why Adults Learn ...280 Developing a Course ...281 Creating Training Materials ...286 Delivering the Training ...290 One-on-One Training vs. Group Training ...299 Training Computer Users ...299 Training Help Desk Personnel ...301 Chapter Review Activities ...304 Answer These Questions ...304 Answers and Explanations ...307 Define the Key Terms ...308 List the Words Inside Acronyms ...309 Create Mind Maps ...309 Define Other Terms ...309 Case Studies ...309 CHAPTER 9 Business Skills ...310 Chapter Outline ...311 Objectives ...311 Key Terms ...311 Reviewing Core Business Skills ...312 Communicating Effectively in the Business ...312 Writing Skills in the Business ...313 Understanding Presentation Skills in the Business ...314 Solving Problems in the Business ...316 Working with Customers ...318 Managing Projects in the Business ...318 Managing Conflict ...323 Maintaining Your Personal Appearance ...325 Shaping the Business ...326 Creating Vision Statements ...327 Creating Mission Statements ...328 Identifying Values ...329 Aligning the Business ...332 Governing IT ...333 Comparing a Cost Center to a Profit Center ...333 Understanding ITIL ...334 Defining an ITIL Service ...335 Tracking Services Through Their Lifecycle ...335 Understanding ITIL Certifications ...336 Understanding ITIL Is Not All or Nothing ...338 Understanding Service Level Agreements ...339 Using Good Practices ...340 Understanding the ITIL Service Desk ...341 Comparing ITIL to ITL ...341 Chapter Review Activities ...343 Answer These Questions ...343 Answers and Explanations ...346 Define the Key Terms ...348 List the Words Inside Acronyms ...348 Create Mind Maps ...349 Define Other Terms ...349 Case Studies ...349 CHAPTER 10 Calculating Help Desk Value ...350 Chapter Outline ...351 Objectives ...351 Key Terms ...351 Calculating Value with Performance Metrics ...352 Measuring the Performance of Your Help Desk ...352 Analyzing Trends ...362 Capturing Statistics with Computer Telephony Integration ...363 Comparing Intrinsic Motivation to Extrinsic Motivation ...364 Identifying Help Desk Costs ...367 Personnel Costs ...368 Hardware Costs ...368 Software Costs ...368 Facility Costs ...369 Overhead Costs ...370 Budgeting ...370 Calculating Cost per Ticket ...370 Creating a Cost Benefit Analysis (CBA) ...372 Comparing Tangibles and Intangibles ...373 An Example CBA ...373 Calculating Return on Investment (ROI) ...377 Chapter Review Activities ...379 Answer These Questions ...379 Answers and Explanations ...382 Define the Key Terms ...383 List the Words Inside Acronyms ...384 Create Mind Maps ...384 Define Other Terms ...384 Case Studies ...384 APPENDIX ...386 GLOSSARY ...388 9780789752406, TOC, 10/7/2014