Help Desk Analyst Complete Certification Kit: Essential Study Guide and eLearning Program - Second Edition

Ivanka Menken

Description

Help Desk Analyst Complete Certification Kit: Essential Study Guide and eLearning Program - Second Edition

Sujets

• Computers
• Informatique

Informations

• Publié par: Emereo Publishing
• Date de parution: 24 octobre 2012
• Nombre de lectures: 0
• EAN13: 9781743049228
• Langue: English
• Poids de l'ouvrage: 2 Mo

Extrait

Foreword

As an education and training organization within the IT Service Management (ITSM) industry, we recognize the importance of the services provided by an organization’s IT Help Desk. Regardless of the size, complexity, and budgets of the IT department, the îrst-line support provided by Help Desk staF will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staF are required to apply knowledge and skills for a wide-range of ICT systems by managing any request for assistance or support from the user population. To assist an individual seeking employment as a Help Desk analyst, this book aims to provide an overview of the typical knowledge and skills required without focusing on any one technology vendor or platform.

This book does assume the reader already has some technical knowledge that will be utilized in a Help Desk role. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management, and the technical activities that will be performed.

This comprehensive book is designed to complement the in-depth Help Desk Analyst eLearning program provided by The Art of Service. The interactive eLearn course uses a combination of narrated PowerPoint presentations with at text supplements and multiple choice assessments, which will ultimately prepare you for the Help Desk Analyst certiîcation exam.

We hope you înd this book to be a useful tool in your educational library and wish you well in your IT career!

The Art of Service

1 Copyright The Art of Service I Brisbane, Australia I Email: [e-mail] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: [phone]

Notice of Rights

All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

Notice of Liability

The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.

Trademarks

Many of the designations used by manufacturers and sellers to distinguish their products are

claimed as trademarks. Where those designations appear in this book, and the publisher was aware

of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identiîed throughout this book are used in editorial fashion only and for the beneît of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other aïliation with this book.

2 Copyright The Art of Service I Brisbane, Australia I Email: [e-mail] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: [phone]

Write a review to receive any free eBook from our Catalog—$99 Value!

If you recently bought this book, we would love to hear from you! Beneît from receiving a free eBook from our catalog at http://www.emereo.org/ , if you write a review on Amazon (or the online store where you purchased this book) about your last purchase!

How does it work?

To post a review on Amazon, just login to your account and click on the Create Your Own Review

button (under Customer Reviews) of the relevant product page. You can înd examples of product

reviews in Amazon. If you purchased from another online store, simply follow their procedures.

What happens when ï submit my review?

Once you have submitted your review, send us an email at [e-mail] with the link to your review and the eBook you would like as our thank you from http://www.emereo.org/ . Pick any book you like from the catalog, up to $99 RRP. You will receive an email with your eBook as a download link. It is that simple.

3 Copyright The Art of Service I Brisbane, Australia I Email: [e-mail] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: [phone]

Help Desk CertiIcation Scheme

To assist an individual in gaining employment and developing their career, we have developed a set of education programs that provides them with the skills and knowledge required for providing or managing Help Desk support services. Each of the three certiîcation programs can be completed independently, as to allow speciîc guidance for the individual based on their current career objectives. The following is a general overview of the content covered by the diFerent levels: 1. Help Desk Analyst: ocuses on the necessary customer service, IT Service Management, and technical skills required to provide quality îrst-line IT support. 2. Help Desk Technician: Provides an extension of the skills required by a senior Help Desk technician who may be responsible for second-line support as well as for performing specialist maintenance activities. 3. Help Desk Manager: ocuses on the skills required to manage a high-performing Help Desk team, with additional focus on balancing workloads and improving eïciency. How to access the eLearning Program 1. Direct your browser to: www.theartofservice.org 2. Click ‘Login’ (found at the top right of the page) 3. Click ‘Create New Account’ 4. ollow the instructions to create a new account. You will need a valid email address to conîrm your account creation. If you do not receive the conîrmation email, check that it has not been automatically moved to a Junk Mail or Spam folder. 5. Once your account has been conîrmed, email your User-ID for your new account to hd- [e-mail] 6. You will receive a return email with an enrolment key that you will need to use in order to access the eLearning program. Next time you log into the site, access the program titled: Help Desk Analyst eLearning Program

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Minimum system requirements for accessing the eLearning program: Processor:4 (1 GHz) or higher Pentium RAM:(512 MB recommended) 256MB OS: Windows XP, Vista, 7, MCE, Mac OSX Browser: Macromedia irefox 3+ (recommended), Internet Explorer 6.x or  higher, Safari, Opera, Chrome, all with cookies and JavaScript enabled. Plug-ïns: Adobe lash Player 8 or higher ïnternet Connection:to multimedia content of the site, a minimum connection speed Due  of 512kbs is recommended. If you are behind a îrewall and are  facing problems in accessing the course or the learning portal, please  contact your network administrator for help.

If you are experiencing diïculties with the lash Presentations within the eLearning Programs please make sure that: 1) You have the latest version of lash Player installed by visiting the Adobe lash Player site 2) You check that your security settings in your web browser (or corporate îrewall) do not prevent these ash modules playing 3) or users of Internet Explorer 7, a solution involvesdeselecting“Allow active content to run îles on my computer” in Internet Explorer -->Tools, Options, Advanced, Security settings. 4) We generally recommend the use of Mozilla irefox 3.5 or later, as it will generally provide the best performance when browsing the site or when playing presentations.

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Contents 1 ïntroduction 2 Help Desk Analyst Job Description 2.1 The Role 2.2 Skills 3 Customer Service 3.1 Deînition of Customer Service 3.1.2 What is Service? 3.2 Who are your Customers? 3.3 Communication 3.3.1 Listening vs Hearing 3.3.2 Body Language 3.3.3 Communication Barriers 3.4 our Components of Customer Service 3.5 Telephone Techniques 3.5.1 Enhancing Telephone Communication 3.5.2 Answering the Telephone 3.5.3 Putting Customers on Hold 3.5.4 Transferring Customers on the Telephone

3.5.5 Making a Problem Call 3.5.6 Exercise 3.6 ace-to-ace and One-to-One Contact 3.6.1 irst Impressions

3.6.2 Presenting Yourself 3.6.3 To the Customer, the Help Desk Analyst is the Company 4 Administration 5 Specialist Training 5.1 IT Service Management 5.1.1 The our Perspectives (Attributes) of ITSM

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11 12 12 13 14 14 15 16 17 17 19 22 23 24 25 26 27 27 28 30 31 31 32 33 34 35 35 36

5.1.2 Beneîts of ITSM 5.1.3 Business and IT Alignment 5.1.4 Good Practices

5.2 Common Terminology 5.2.1 What are Services? 5.2.2 Processes and unctions 5.3 Service Delivery Principles 5.3.1 IT Service Catalogue

5.3.2 Service Level Agreements 5.4 Service Operation Principles 5.4.1 Objectives 5.4.2 Service Operation unctions

5.4.3 The Help Desk 5.4.4 Technical Management 5.4.5 IT Operations Management 5.4.6 acilities Management 5.4.7 Application Management 5.5 Service Operation Processes 5.5.1 Event Management 5.5.2 Incident Management 5.5.3 Problem Management

5.5.4 Request ulîllment 5.5.5 Access Management 5.5.6 Summary 5.6 Required Technical Knowledge 5.6.1 Desktop Environments 5.6.2 Standard Operating Environments (SOEs) 5.6.3 Virtualization 5.6.4 Backup Routines

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37 38 40 43 45 47 51 51 56 60 60 61 62 69 71 72 72

74 75 77 85 89 91 96 98 98 99 104 105

5.6.5 TCP/IP Networks 6 Review Questions 7 Answers to Review Questions 8 Help Desk Glossary 9 ïndustry CertiIcations 9.1 ITIL® Certiîcation Pathways 9.2 ISO/IEC 20000 Pathways 9.3 Cloud Computing 10 ïndex

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107 113 120 126 136 136 137 138 141

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