Introduction to Help Desk Concepts and Skills Information Center: Table of Contents


		Overview About the Author Table of Contents Sample Chapter Supplement List Page Out MH Tech Ed site Mike Meyers' Series



	Student Edition
	Instructor Edition

Introduction to Help Desk Concepts and Skills

Susan M. Sanderson

Chapter 1: Introduction to the Help Desk
	1.1	Origins of the Help Desk

	1.2	What Is a Help Desk?
		Support for Users Technologies in Use

	1.3	Characteristics of Users
		Experience with Technology Exposure to Technology Reliance on Technology

	1.4	Common User Problems
		Hardware Problems Software Problems Network Problems Security Problems Operating System Problems

	1.5	Components of a Successful Help Desk
		People Skills Process Management Help Desk Tools

	1.6	Measuring Help Desk Performance
		Objective Measures Customer Satisfaction
Chapter 2: Organization and People
	2.1	Help Desk Location
		Centralized Decentralized

	2.2	Help Desk Structure
		Pool Dispatch Tiered Specialized Structure Method Structure

	2.3	Outsourcing
		Reasons for Outsourcing Advantages and Disadvantages of Outsourcing Outsourcing and Job Opportunities

	2.4	Help Desk Careers
		Career Stages Position Requirements

	2.5	Certification
		Position Certification Product Certifications

	2.6	Information Technology Career Paths
		Help Desk Management Network Engineering Quality Assurance Software Engineering Database Administration Project Management Web Production and Development Guidelines for Career Advancement
Chapter 3: Receiving the Incident
	3.1	Receiving the Incident
		Step 1: Becoming Aware of the Problem Step 2: Contacting the Help Desk Step 3: Authenticating the Problem and Verifying the User Step 4: Logging the Call Step 5: Screening the Call Step 6: Prioritizing the Call

	3.2	The Listening Process
		Step 1: Receiving the Message Step 2: Interpreting the Message Step 3: Evaluating the Message Step 4: Responding to the Message

	3.3	Help Desk Challenges
		Handling Emotions Ignoring Distractions Dealing with Different Levels of Knowledge Communicating by Telephone Varied Communication Styles

	3.4	Guidelines for Effective Communication
		Listening to the Caller Communicating with the Caller

	3.5	Barriers to Effective Communication
		The Origin of Problems Caller Responses to Avoid
Chapter 4: Processing and Resolving the Incident
	4.1	Step 1: Identifying the Problem
		Collect Data Rule Out the Obvious

	4.2	Step 2: Determining the Cause of the Problem
		Open-Ended and Closed-Ended Questions Replication Root Cause Analysis

	4.3	Step 3: Generating Options
		Brainstorming Thinking Outside the Box

	4.4	Step 4: Evaluating and Prioritizing Options
		Module Replacement Hypothesis Testing Configuration Management

	4.5	Step 5: Determining a Course of Action
		Decision Making

	4.6	Problem-Solving Challenges
		Stressful Situations Diverse User Base

	4.7	Problem Ownership
		Responsibilities Notification

	4.8	Escalating Problems
		Escalation Policies Nontechnical Escalation

	4.9	Dealing with Difficult Users
		The Angry Caller The Abusive Caller The Talkative User

	4.10	Resolving Calls
		Closing Calls Determining User Satisfaction Following-Up

	4.11	Documenting Calls
		Information and Knowledge Benefits of Documenting Calls
Chapter 5: Computer Telephony Integration
	5.1	The Need for Automation
		Private Branch Exchange (PBX) Centrex Systems

	5.2	Automated Call Distributors
		Call Routing Methods for Routing Calls Data Collection

	5.3	Interactive Voice Response
		Voice Applications Voice over Internet Protocol (voIP) Speech Recognition Convert Speech to Text Collect Caller Information Assistance for People with Motor Skill Impairments Obtain Status of Most Recent Open Request Authenticate Callers

	5.4	Computer Telephony Integration (CTI)
		Widespread Availability Features and Benefits Advantages of CTI
Chapter 6: Web-Based Support
	6.1	Self-Service Support
		Evolution of Self-Service Support Advantages of Self-Service Support Characteristics of an Effective Support Web Site Problems Suited to Self-Service Solutions

	6.2	Progressive Support Options
		Stage 1: Automated Help Stage 2: Self-Service Stage 3: Real-Time Assisted Support Stage 4: Delayed Assisted Support

	6.3	Web-Based Support Tools
		Automated Support: Self-Healing Programs Self Service: Knowledgebase Self-Service: Frequently Asked Questions (FAQs) Self-Service: Online Documentation Real-Time Assisted Support: Live Chat Real-Time Assisted Support: Remote Control Programs Delayed Assisted Support: E-mail Delayed Assisted Support: Discussion Forums

	6.4	Web-Based Support: Benefits and Challenges
		Benefits Challenges
Chapter 7: Performance Management
	7.1	Service Level Agreements
		Characteristics of Effective Service Level Agreements Benefits of Service Level Agreements

	7.2	Performance Metrics
		Using Metrics Sources of Data Interpreting Metrics Reviewing Performance and Reporting Results Reviewing and Revising Performance Metrics

	7.3	Customer Satisfaction
		Measuring Customer Satisfaction Communicating Results

	7.4	Call Monitoring
		Monitoring Formats Characteristics of an Effective Call Monitoring System

	7.5	Quality Versus Cost
		Determining Operating Costs Interpreting Cost per Call
Chapter 8: Knowledge Management
	8.1	Benefits of Knowledge Management
		Decreased Call Volume Shared Expertise Reduced Training Time Reusable Solutions Enriched Job Content Personal Empowerment Continuous Improvement

	8.2	Characteristics of an Effective Knowledge Base
		Easy to Use Simple to Maintain Relevant Accessible

	8.3	Proactive and Reactive Knowledge Management
		Reactive Knowledge Management Proactive Knowledge Management

	8.4	Components of Knowledge Based Solutions
		Situation Analysis Information Resolution

	8.5	Knowledge Management Processes
		Capture. Structure. Review Release and Maintain

	8.6	Knowledge Base Search Methods
		Keyword Search Engine Natural-Language Processing Expert Systems Case-Based Reasoning

	8.7	Knowledge Management Metrics
		Development of New Metrics Reevaluation of Existing Metrics

	8.8	Barriers to Effective Knowledge Management
		Fear of Job Loss Fear of Losing Value to the Organization Fear of Change New Opportunities
Chapter 9: Asset and Security Management
	9.1	Asset Management
		Challenges of IT Asset Management Benefits of IT Asset Management

	9.2	Tracking Assets
		Collecting Asset Information Accessing the Database

	9.3	Asset Management and the Help Desk
		Availability of Configuration Information Accuracy of Information Prevention of Widespread Problems Remote Diagnosis of Problems Detection of Unauthorized Software Determination of Total Cost of Ownership Implementation of Change Requests Tracking of Warranty and Maintenance Information

	9.4	Threats to Computer Security
		Sources of Security Threats Physical Security Network Security

	9.5	Security Processes
		Identifying Assets Assessing Security Needs and Risks Preparing for Security Violations Monitoring Networks and Their Use Responding to Incidents

	9.6	Additional Security Measures
		Backups User Awareness and Education Disaster Recovery
Chapter 10: Help Desk Survival Guide
	10.1	Stress in the Workplace
		Burnout Responses to Stress Good Stress, Bad Stress

	10.2	Symptoms of Stress
		Physiological Symptoms Psychological Symptoms Behavioral Symptoms

	10.3	Sources of Stress in the Workplace
		Time Pressure Workload Threats to Job Security Interpersonal Interactions Workplace Environment Information Overload

	10.4	The Challenge of Change
		Resisting Change Viewing Change as Opportunity

	10.5	Creating a Positive Work Environment
		Organizational Efforts Individual Efforts Techniques for Managing Stress Help Desk Simulation
Appendix: Introduction to HelpStar Glossary Index

Introduction to Help Desk Concepts and Skills

To obtain an instructor login for this Online Learning Center, ask your local sales representative. If you're an instructor thinking about adopting this textbook, request a free copy for review.