Effective Help Desk Specialist Skills
Effective Help Desk
Specialist Skills
Darril R. Gibson
800 East 96th Street
Indianapolis, Indiana 46240 USA
Effective Help Desk Specialist Skills
Copyright ? 2015 by Pearson Education, Inc.
All rights reserved. No part of this book shall be reproduced, stored in a retrieval system, or
transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise,
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to the use of the information contained herein. Although every precaution has been taken in
the preparation of this book, the publisher and author assume no responsibility for errors or
omissions. Nor is any liability assumed for damages resulting from the use of the information
contained herein.
ISBN-13: 978-0-7897-5240-6
ISBN-10: 0-7897-5240-9
Library of Congress Control Number: 2014949750
Printed in the United States of America
Associate Publisher
Dave Dusthimer
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Box Twelve Communications
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Project Editor
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Copy Editor
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First Printing: November 2014
Indexer
Heather McNeill
Trademarks
Proofreader
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Technical Editor
James Anthos
Publishing Coordinator
Vanessa Evans
Interior Designer
Mark Shirar
Cover Designer
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Compositor
Studio Galou
Contents at a Glance
Introduction
1
CHAPTER 1 Introduction to Help Desk Support Roles 6
CHAPTER 2 Communication Skills 42
CHAPTER 3
Personal Skills 80
CHAPTER 4
Technical Skills 114
CHAPTER 5
Security Skills 158
CHAPTER 6
Troubleshooting Skills 194
CHAPTER 7
Writing Skills 226
CHAPTER 8
Training Skills 260
CHAPTER 9
Business Skills 310
CHAPTER 10 Calculating Help Desk Value 350
APPENDIX 386
INDEX 400
Table of Contents
INTRODUCTION ................................................................................................................................................................ 1
Organization of the Text ...................................................................................................................................... 1
Key Pedagogical Features ................................................................................................................................. 2
A Brief Word on Mind Mapping ....................................................................................................................... 3
Conclusion ................................................................................................................................................................. 5
CHAPTER 1 Introduction to Help Desk Support Roles .............................................................................. 6
Chapter Outline ....................................................................................................................................................... 7
Objectives................................................................................................................................................................... 7
Key Terms ................................................................................................................................................................... 7
Understanding the Support Center ............................................................................................................... 8
A Little History ................................................................................................................................................. 8
The Evolution of the Support Center...................................................................................................... 9
Understanding an Incident and Incident Management .................................................................10
The Role of the Support Center .............................................................................................................10
IT Tiers within an Organization ...............................................................................................................12
The Role of the Help Desk Professional ...................................................................................................14
First Line of Support for Users ...............................................................................................................14
Assessing Problems and Identifying Solutions ................................................................................14
Recognizing Required Skillsets ..............................................................................................................15
Understanding Users ..........................................................................................................................................19
User Categories ............................................................................................................................................19
Services Provided to Users ......................................................................................................................21
Typical Incident Process ...................................................................................................................................23
Steps in a Typical Incident Process ......................................................................................................23
Tracking Incidents ........................................................................................................................................31
Taking Ownership of Incidents................................................................................................................33
Chapter Review Activities ................................................................................................................................35
Answer These Questions ..........................................................................................................................35
Answers and Explanations ..............................................................................................................................38
Define the Key Terms..................................................................................................................................40
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