A Guide to Help Desk Concepts (2ND)

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A Guide to Help Desk Concepts (2ND)

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  • 製本 Paperback:紙装版/ペーパーバック版
  • 言語 ENG
  • 商品コード 9780619159467
  • DDC分類 005

Table of Contents

Preface                                            x
Introduction to Help Desk Concepts 1 (32)
Help Desk Operations 33 (34)
The People Component: Help Desk Roles and 67 (36)
Responsibilities
The Process Component: Help Desk Processes 103(54)
and Procedures
The Technology Component: Help Desk Tools 157(58)
and Technologies
The Information Component: Help Desk 215(36)
Performance Measures
The Help Desk Setting 251(32)
Customer Support as a Profession 283(34)
Appendix A Job Descriptions for the Help Desk 317(8)
Appendix B Help Desk Resources 325(6)
Glossary 331(12)
Index 343