Helpdesk Habits

Author : Mark Copeman
Publisher :
ISBN 13 : 9781729416891
Total Pages : 187 pages
Book Rating : 4.96/5 ( download)

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Download or read book Helpdesk Habits written by Mark Copeman and published by . This book was released on 2019-01-08 with total page 187 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mark Copeman is a serial entrepreneur and was co-founder of Customer Thermometer, the customer satisfaction tool. He has spent two decades developing customer relationships, building a helpdesk and working with 100's of customer service organisations across the world. During this time, he has discovered the single most important ingredient to delivering exceptional customer service - habit creation and embedding. Mark's formula for success will not only transform how you work, but will also make you a happier and more successful customer service professional. Through his unique framework, he shows you how to create and embed 50 new habits, transforming how you deliver customer service, whether by phone, email or chat. Learn the importance of harnessing habits Develop the right attitude towards your role Understand the importance of human customer service Learn how to communicate effectively See how tiny adjustments in phrasing can win the day Become skilled in empathy and rapport Be assured it's OK to have a personality Read and implement with your team today and turn your helpdesk into a feature, not an overhead.

Author : Noel Bruton
Publisher : Routledge
ISBN 13 : 1136016732
Total Pages : 374 pages
Book Rating : 4.38/5 ( download)

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Download or read book How to Manage the IT Help Desk written by Noel Bruton and published by Routledge. This book was released on 2012-07-26 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk

Author : Mark Copeman
Publisher : Independently Published
ISBN 13 :
Total Pages : 244 pages
Book Rating : 4.94/5 ( download)

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Download or read book MSP Secrets Revealed written by Mark Copeman and published by Independently Published. This book was released on 2020-04-17 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Whether you're just starting out or have been growing your Managed Service Provider business for years, everyone can benefit from a dose of inspiration once in a while. After six months of research, Mark Copeman has brought together wisdom, experience and practical advice into a single book, to benefit you and your team." -- Publisher summary.

Author : Barbara Czegel
Publisher : John Wiley & Sons
ISBN 13 : 1119177782
Total Pages : 552 pages
Book Rating : 4.84/5 ( download)

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Download or read book Help Desk Practitioner's Handbook written by Barbara Czegel and published by John Wiley & Sons. This book was released on 2015-05-21 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including: * Eleven effective listening habits that improve your ability to solve problems * Techniques for increasing the speed and accuracy of problem resolution * Early warning systems and layered strategies for problem control * Tools for reducing calls and eliminating problems before they occur * A simple, step-by-step process for doing cost justifications * Methods for turning Help Desk interactions into marketing opportunities Visit our Web site at www.wiley.com/compbooks/

Author : Darril Gibson
Publisher : Pearson IT Certification
ISBN 13 : 0133571858
Total Pages : 450 pages
Book Rating : 4.51/5 ( download)

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Download or read book Effective Help Desk Specialist Skills written by Darril Gibson and published by Pearson IT Certification. This book was released on 2014-10-27 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together

Author : Reagan Rose
Publisher : Moody Publishers
ISBN 13 : 0802474632
Total Pages : 134 pages
Book Rating : 4.36/5 ( download)

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Download or read book Redeeming Productivity written by Reagan Rose and published by Moody Publishers. This book was released on 2022-10-04 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: Feeling overwhelmed and unproductive? The answer isn’t to do more. What image forms in your mind when you think of productivity? An assembly line? Spreadsheets? Business suits or workplace uniforms? In the ancient world, productivity didn't conjure images like these. Instead, it referred to crop yield and fruit bearing. This agrarian imagery helps us understand productivity through a biblical lens. Jesus taught, By this my Father is glorified, that you bear much fruit (John 15:8). Who doesn’t want to have a truly productive life—to bear much fruit? But how does this happen in the places we hold dear—the home, workplace, and in our communities? We often feel overworked and overrun, defeated and discouraged. The world says be productive so that you can get all you can out of this life. The Bible says be productive so you can gain more of the next life. In Redeeming Productivity, author Reagan Rose explores how God’s glory is the purpose for which He planted us. And he shows how productivity must be firmly rooted in the gospel. Only through our connection to Christ—the True Vine—are we empowered to produce good fruit. This book shows how we can maintain the vitality of that connection through simple, life-giving disciplines. Readers will discover manageable applications like giving God the first fruits of our days. Additionally, Reagan discusses how our perspective on suffering is transformed as we see trials as God’s pruning for greater productivity.

Author : Mike Halsey
Publisher : Apress
ISBN 13 : 1484251334
Total Pages : 199 pages
Book Rating : 4.31/5 ( download)

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Download or read book The IT Support Handbook written by Mike Halsey and published by Apress. This book was released on 2019-10-03 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and expensive, but it doesn't have to be with the right processes in place. Whether you're an individual, part of an IT support team, or managing staff supporting PC users in their homes, The IT Support Handbook will help you understand the right way to approach, troubleshoot, and isolate problems so they can be handled efficiently, with least disruption and cost to your business. You'll make yourself popular with your colleagues, and keep your customers and users happy and productive. What You'll LearnManage reporting, and keep a record of issues that occur Provide effective remote support for users away from home or working in another office Use error and system reporting in Windows to obtain high-quality, relevant information Spot patterns in user behavior that may be causing difficult-to-diagnose problems Be familiar with best practices to make you a better support professional Who This Book Is For IT professionals, IT support (on-site and remote), and system administrators who manage support teams. No prior knowledge is required.

Author : Brendon Burchard
Publisher : Hay House, Inc
ISBN 13 : 1401952852
Total Pages : 401 pages
Book Rating : 4.53/5 ( download)

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Download or read book High Performance Habits written by Brendon Burchard and published by Hay House, Inc. This book was released on 2017-09-19 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: THESE HABITS WILL MAKE YOU EXTRAORDINARY. Twenty years ago, author Brendon Burchard became obsessed with answering three questions: 1. Why do some individuals and teams succeed more quickly than others and sustain that success over the long term? 2. Of those who pull it off, why are some miserable and others consistently happy on their journey? 3. What motivates people to reach for higher levels of success in the first place, and what practices help them improve the most After extensive original research and a decade as the world’s leading high performance coach, Burchard found the answers. It turns out that just six deliberate habits give you the edge. Anyone can practice these habits and, when they do, extraordinary things happen in their lives, relationships, and careers. Which habits can help you achieve long-term success and vibrant well-being no matter your age, career, strengths, or personality? To become a high performer, you must seek clarity, generate energy, raise necessity, increase productivity, develop influence, and demonstrate courage. The art and science of how to do all this is what this book is about. Whether you want to get more done, lead others better, develop skill faster, or dramatically increase your sense of joy and confidence, the habits in this book will help you achieve it faster. Each of the six habits is illustrated by powerful vignettes, cutting-edge science, thought-provoking exercises, and real-world daily practices you can implement right now. If you’ve ever wanted a science-backed, heart-centered plan to living a better quality of life, it’s in your hands. Best of all, you can measure your progress. A link to a free professional assessment is included in the book.

Author : Paul Cunningham
Publisher :
ISBN 13 : 9780648661207
Total Pages : 310 pages
Book Rating : 4.02/5 ( download)

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Download or read book Surviving IT: Essential Advice for Building a Happy and Healthy Technology Career written by Paul Cunningham and published by . This book was released on 2019-09-02 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the years, Paul Cunningham has developed a number of strategies and mindsets that have allowed him to forge a successful career in IT. Surviving IT shares those strategies and much more. It's an essential guide for technology professionals looking to build a healthy, happy and fulfilling career.

Author : Wayne Schlicht
Publisher :
ISBN 13 : 9781688943070
Total Pages : 138 pages
Book Rating : 4.72/5 ( download)

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Download or read book Effective Help Desk Ticket Categories written by Wayne Schlicht and published by . This book was released on 2019-08-27 with total page 138 pages. Available in PDF, EPUB and Kindle. Book excerpt: Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is for you! Is this a long-winded book full of unproven theories? No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks. Is this book just for system engineers? Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process. Why do I need this book? With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster. What is in the book? First, we explain what ticket classification is, why we use it, and the significant benefits. Then we identify project resources to engage early in the project and the ticket classification process. After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running. Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates. Finally, we include a glossary of frequently used terms. Once implemented most teams will see significant improvements in the following areas. Cost savings - Cost per call, reduced escalation costs. Improved incident resolution rates. Major Incident Management MTTR reduction. Issue avoidance - better problem management inputs. Enterprise reporting maturity. Agent training improvements.