Help Desk Technician - Complete Certification Kit Book - Second Edition - Essential Study Guide and eLearning Program, Second Edition

Ivanka Menken

Description

Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions.

A typical 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.

Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. 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 gives you access to, and is designed to complement the access-included in-depth Help Desk Technician eLearning program provided by The Art of Service. The interactive eLearn course uses a combination of narrated presentations with text supplements and multiple choice assessments which will ultimately prepare you for the Help Desk Technician certification exam.

About studying with The Art of Service:

Earn your certification on your terms. Whether you choose to learn online or classroom based, you can count on a challenging curriculum and a supportive learning environment. Quality is what you expect. You'll get it-and a whole lot more.

Your Education is Top of Mind: As a working student, we know that you're juggling the demands of family and work. So, you'll study online at your own pace. From the day you enroll, you'll see that it's all about you. From your initial direct needs to passing your certification - we help you every step of the way. In addition, you'll enjoy innovative technology. By accessing the online learning system, your book and tests, you'll be learning from techniques that The Art of Service pioneered.

An Innovative Approach: Be part of an institution that has grown from an upstart in 1999 to becoming today's leading eLearning provider for IT Professionals. Students study from more than 200 countries. Because you'll be learning from trainers who have real-world experience, you'll be able to apply what you learn in class one day to your job, the next. With learning streams at all levels, you'll have choices and room to grow.

Sujets

• Computers
• Informatique

Informations

• Publié par: Emereo Publishing
• Date de parution: 24 octobre 2012
• Nombre de lectures: 0
• EAN13: 9781743332160
• Langue: English
• Poids de l'ouvrage: 4 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 budget of the IT department, the îrst and second 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 Technician (senior Help Desk staF member), 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 Technician eLearning program provided by The Art of Service. The interactive eLearning 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 Technician 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

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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.

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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!

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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.

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Help Desk Certiîcation 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.

2.

3.

Help Desk Analyst:ocuses on the necessary customer service, IT Service Management, and technical skills required to provide quality îrst-line IT support. 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. 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.

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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 login to the site, access the program titled: Help Desk Analyst eLearning Program.

Minimum system requirements for accessing the eLearning Program:

Processor

RAM

OS

Browser

Plug-Ins

Internet Connection

:

:

:

:

:

:

Pentium 4 (1 GHz) or higher

256MB (512 MB recommended)

Windows XP, Vista, 7, MCE, Mac OSX

Macromedia irefox 3+ (recommended), Internet Explorer 6.x or higher, Safari, Opera, Chrome, all with cookies and JavaScript enabled.

Adobe lash Player 8 or higher

Due to multimedia content of the site, a minimum connection speed 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.

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If you are experiencing diïculties with the Flash 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) don’t prevent these ash modules playing 3) or users of Internet Explorer 7, a solution involves DESELECTING “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 Foreword Help Desk Certiîcation Scheme

How to access the eLearning Program 1 Introduction 2 Customer Service Principles 2.1 Deînition of Customer Service 2.1.1 What is Service? 2.2 our Components of Customer Service 2.3 ace-to-ace and One-to-One Contact 2.3.1 irst Impressions 2.4 Conict Resolution 2.4.1 What is Conict? 2.5 Types of Conict 2.5.1 Open Conict vs Hidden Conict 3 Providing Eective Supervision 3.1 Tips for Learning the Ropes Quickly 3.2 Setting Goals

3.3 Decision Making and Assertiveness 3.3.1 Seven Steps to Good Decision Making 3.3.2 Pareto Analysis—Choosing the Most Important Changes to Make 3.3.4 PMI—Weighing the Pros and Cons of a Decision 3.3.5 orce ield Analysis—Understanding the Pressures or and Against Change

3.3.6 Six Thinking Hats—Looking at a Decision from All Points of View 3.3.7 Starbursting—Understanding New Ideas by Brainstorming Questions 3.3.8 Stepladder Technique—Making Better Group Decisions 3.3.9 Cost/Beneît Analysis—Evaluating Quantitatively 4 Writing Reports and Proposals 4.1 Becoming a Good Writer

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1 4 5 13 15 15 16 17 18 19 19 20 21 23 25 25 27 29 29 33 39 41 43 47 49 51 55 55

4.2 The Rules of Writing 5 IT Service Management 5.1 Good practices 6 Service Delivery Principles 6.1 Capacity Management 6.1.1 Goals and objectives 6.1.2 Principles of Capacity Management 6.1.3 Capacity Management Activities 6.1.4 Common Capacity Management Activities 6.1.5 Operational Activities of Capacity Management 6.2 Change Management 6.2.1 Goals and Objectives 6.2.2 Designing and Planning 6.2.3 Change Models 6.2.4 Triggers and Interfaces

6.2.5 Change Management Activities 6.2.6 Roles and Responsibilities within Change Management 6.2.7 Challenges aFecting Change Management 7 Service Operation Principles 7.1 Objectives 7.2 Service Operation unctions 7.3 Technical Management 7.3.1 Goal and Objectives 7.3.2 Key Performance Indicators (KPIs) for Technical Management 7.4 IT Operations Management 7.4.1 Goal and objectives

7.4.2 Operations Control 7.4.3 acilities Management 7.4.4 Key Performance Indicators (KPIs) for IT Operations Management

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7.5 Application Management 7.5.1 Goal and objectives 7.5.2 Build or Buy?

7.5.3 Application Management 7.6 Service Operation Processes 7.7 Event Management 7.7.1 Goals and Objectives 7.7.2 Scope 7.8 Problem Management 7.8.1 Goals and Objectives

7.8.2 Scope 7.8.3 Beneîts 7.8.4 Problem Management Activities 7.8.5 Managing Known Errors 7.9 Service Operation Summary 8 Required Technical Knowledge 8.1 Desktop Environments 8.2 Standard Operating Environments (SOEs) 8.3 Managing Networks

8.3.1 TCP/IP Networks 8.3.2 Network Addressing 8.3.3 Network Devices 8.3.4 Managing High Availability (Critical) Networks 8.4 Managing Server Environments 8.4.1 Monitoring Events 8.4.2 Managing Software Updates

8.4.3 Remotely Managing Servers 8.4.4 Monitoring Performance 8.4.5 Monitoring and Optimizing a Server Environment

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