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A guide to help desk technology, tools & techniques

Author: Dione McBride
Publisher: Cambridge, MA : Course Technology, ©2000.
Edition/Format:   Print book : CD for computer   Computer File : EnglishView all editions and formats
Database:WorldCat
Summary:

Students learn to use help desk tools through hands-on projects using current help desk software. It includes an academic-version of a help desk software package with each textbook. Students log,  Read more...

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Additional Physical Format: Online version:
McBride, Dione.
Guide to help desk technology, tools & techniques.
Cambridge, MA : Course Technology, ©2000
(OCoLC)606299514
Online version:
McBride, Dione.
Guide to help desk technology, tools & techniques.
Cambridge, MA : Course Technology, ©2000
(OCoLC)607730962
Document Type: Book, Computer File
All Authors / Contributors: Dione McBride
ISBN: 0760071519 9780760071519
OCLC Number: 44440060
Notes: Accompanied by CD-ROM containing selected demonstrations of current help desk related software and data files needed to complete end-of-chapter exercises.
Title on title screen: Help desk student resource kit.
Title on disk label: Student resource kit to accompany A guide to help desk technology, tools and techniques.
Includes index.
Description: xviii, 258 pages : illustrations ; 24 cm + 1 computer optical disc (4 3/4 in.)
Details: System requirements for CD-ROM: Windows ; CD-ROM drive.
Contents: Automating help desk processes and procedures; overview of service and support technology; call management tools and techniques; problem resolution tools and techniques; asset and change management; measuring help desk performance; other help desk tools and resources; service technology trends.
Other Titles: Help desk student resource kit.
Responsibility: Dione McBride.

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