9780471248163: Running an Effective Help Desk, 2nd Edition – AbeBooks – Barbara


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ISBN 13: 9780471248163

The definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies.

This book is for you if you are:
* A business manager charged with researching, planning, and setting up a Help Desk in your organization
* An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies
* A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes.

The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization’s Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel:
* Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet
* Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk
* Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects.

On the companion website you’ll find:
* Real-life Web-based Help Desk examples
* All the templates from the book in HTML and Word formats.

“synopsis” may belong to another edition of this title.

From the Publisher.

They’re the people who feel the wrath of every system crash. And like the rest of the organization, the help desk is being transformed by the potential of intranets, extranets, and the Web. This updated edition to the definitive help desk guidebook now offers timely and practical suggestions for upgrading the service of a help desk using the latest technologies. Ready-to-use templates are included on a companion Web site.

About the Author.

Barbara Czegel is President of SIRIUS3, a consulting company that provides Help Desk training and seminars across Canada. She is also a member of the Help Desk Institute and the Support Services Association.

“About this title” may belong to another edition of this title.

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Book Description John Wiley and Sons Ltd, United States, 1998. Online resource. Book Condition: New. 2nd Revised edition. Language: English. Brand New Book. The definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies. This book is for you if you are: A business manager charged with researching, planning, and setting up a Help Desk in your organization An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes. The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization s Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel: Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects. On the companion website you ll find: Real-life Web-based Help Desk examples All the templates from the book in HTML and Word formats. Bookseller Inventory # AAH9780471248163

From United Kingdom to U.S.A.

6. Running an Effective Help Desk, 2nd Edition

Published by Wiley (2017)

ISBN 10: 0471248169 ISBN 13: 9780471248163

New Paperback Quantity Available: 2

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Book Description Wiley, 2017. Paperback. Book Condition: New. Never used! This item is printed on demand. Bookseller Inventory # P110471248169

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Book Description John Wiley and Sons Ltd. Paperback. Book Condition: new. BRAND NEW, Running an Effective Help Desk: Planning, Implementing, Marketing, Automating, Improving, Outsourcing (2nd Revised edition), Barbara Czegel, The definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies. This book is for you if you are: A business manager charged with researching, planning, and setting up a Help Desk in your organization An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes. The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization s Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel: Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects. On the companion website you ll find: Real-life Web-based Help Desk examples All the templates from the book in HTML and Word formats. Bookseller Inventory # B9780471248163

Shipping: US$ 9.13

From United Kingdom to U.S.A.

9. Running an Effective Help Desk, 2nd Edition

Published by Wiley (2017)

ISBN 10: 0471248169 ISBN 13: 9780471248163

New Paperback Quantity Available: 20

[?]

Book Description Wiley, 2017. Paperback. Book Condition: New. Never used! This item is printed on demand. Bookseller Inventory # 0471248169


Online Course: Effective Communication 101 – CEUs and Certificate #communications #class #online,


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Effective Communication 101

Lesson 1: Recognizing and Understanding Communication Styles

This lesson will help recognize four of the major communication styles. Each style serves a different purpose, and you will be able to identify those and understand which is the most effective.

  • Lesson 2: Verbal Communication

    This lesson will break down verbal communication into various subcategories. It will help to find key areas for improvement when misunderstandings arise.

  • Lesson 3: Nonverbal Communication

    This lesson will help you learn to use nonverbal cues to better understand others. Likewise, you can hone these skills to be sure you are effectively communicating your ideas.

  • Lesson 4: Communicating in Writing

    This lesson will address the different components of written communication. It will enable individuals to use writing to maximize their ability to communicate for personal and business reasons.

  • Lesson 5: Cultivating Conversational Skills

    This lesson teaches the most important skills required to use conversation as an effective form of communication. Mastering conversational skills makes you more interesting, and more likely to truly experience two-sided communication.

  • Lesson 6: Group Communication

    In this lesson, you will learn more about group dynamics and how to use them to your advantage. Groups have very specific ways of interacting, and anticipating this can be invaluable in making sure the group actually is effective.

  • Lesson 7: Communications Technology

    In this lesson, you will learn more about the technology currently available to make communication faster and easier. You will also learn what kinds of repercussions this access to instant communication has on business and personal relationships.

  • Lesson 8: Barriers to Communication

    The goal of this lesson is to learn to recognize where there might be breakdowns in communication. By knowing what problems you are facing, you are more prepared to avoid them altogether.

  • Lesson 9: Cultural Aspects of Communication

    In this lesson, you will learn about the field of cross-cultural communication. You will discover what types of barriers to expect, and what you can do to overcome them.

  • Lesson 10: Disagreements and Conflicts

    In this lesson, you will learn how to handle disagreements before and after they occur.

  • Lesson 11: Negotiation

    In this lesson, you will learn the basics of negotiation. It will also pull together some of the skills you have learned throughout this course and show you how to utilize them to reach a specific goal.

  • Lesson 12: Constructive Criticism

    In this lesson, you will learn how to offer and receive constructive criticism. You will also learn the dynamics of the critical relationship.

  • Additional Course Information

    • Document Your Lifelong Learning Achievements
    • Earn an Official Certificate Documenting Course Hours and CEUs
    • Verify Your Certificate with a Unique Serial Number Online
    • View and Share Your Certificate Online or Download/Print as PDF
    • Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media

    Course Title: Effective Communication 101

    Course Number: 7550121

    Learning Outcomes

    By successfully completing this course, students will be able to:

    • Recognize and describe various communication styles.
    • Define verbal communication.
    • Define nonverbal communication.
    • Demonstrate proper techniques when communicating in writing.
    • Demonstrate techniques for improving conversational skills.
    • Demonstrate techniques for improving group communication.
    • Describe techniques for improving communications with technology.
    • Define barriers to communication.
    • Compare and contrast cultural aspects of communication.
    • Describe communication strategies to resolve disagreements and conflicts.
    • Describe negotiation strategies.
    • Describe how to receive and deliver constructive criticism, and
    • Demonstrate mastery of lesson content at levels of 70% or higher.

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