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      

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         List the Words Inside Acronyms .............................................................................................................40         Create Mind Maps .......................................................................................................................................41     Define Other Terms ......................................................................................................................................41             Case Studies ..................................................................................................................................................41 CHAPTER 2 Communication Skills .....................................................................................................................42     Chapter Outline .....................................................................................................................................................43     Objectives .................................................................................................................................................................43     Key Terms .................................................................................................................................................................43     Elements of Communication ..........................................................................................................................44         Verbal versus Non-Verbal Skills ..............................................................................................................45         Effective Questioning Skills ......................................................................................................................50         Active Listening Skills .................................................................................................................................52         Methods to Improve Customer Interactions ......................................................................................54     Recognizing Communication Barriers .......................................................................................................59         Filters ................................................................................................................................................................60         Previous Contact ..........................................................................................................................................62         Cultural Sensitivity .......................................................................................................................................63     Comparing Different Communication Methods ....................................................................................64         In-Person .........................................................................................................................................................64         Telephone ........................................................................................................................................................64         Text-Only Communications ......................................................................................................................65     Handling Difficult Situations............................................................................................................................66         Expect the Best ............................................................................................................................................67         Common Situations .....................................................................................................................................68         Handling Conflict ..........................................................................................................................................70         Defusing Incidents .......................................................................................................................................71         When to Escalate .........................................................................................................................................71     Chapter Review Activities ................................................................................................................................73         Answer These Questions ..........................................................................................................................73     Answers and Explanations ..............................................................................................................................76         Define the Key Terms ..................................................................................................................................78         List the Words Inside Acronyms .............................................................................................................78         Create Mind Maps .......................................................................................................................................78         Case Studies ..................................................................................................................................................79 CHAPTER 3 Personal Skills ...................................................................................................................................80     Chapter Outline .....................................................................................................................................................81     Objectives .................................................................................................................................................................81     Key Terms .................................................................................................................................................................81     Recognizing the Value of Attitude ................................................................................................................82         Positive Attitude ............................................................................................................................................82         Attitude versus Aptitude ............................................................................................................................84         Service Attitude .............................................................................................................................................86         Problem Ownership .....................................................................................................................................87     Managing Stress ...................................................................................................................................................88         Distress vs. Eustress ...................................................................................................................................89         Stress and Adrenaline ................................................................................................................................90         General Adaptation Syndrome ................................................................................................................91         Effects of Distress ........................................................................................................................................92         Recognizing Burnout ..................................................................................................................................93         Identifying Stressors ...................................................................................................................................97         Managing Stress ...........................................................................................................................................98     Managing Your Time ...........................................................................................................................................99         Document, Document, Document ......................................................................................................100         Manage Priorities ......................................................................................................................................100         Give Yourself More Time ........................................................................................................................102     Managing Your Career ....................................................................................................................................102         Career Paths ...............................................................................................................................................103         Certifications ...............................................................................................................................................104     Chapter Review Activities .............................................................................................................................107         Answer These Questions .......................................................................................................................107     Answers and Explanations ...........................................................................................................................110         Define the Key Terms ...............................................................................................................................112         Create Mind Maps ....................................................................................................................................112         Case Studies ...............................................................................................................................................112 CHAPTER 4 Technical Skills ...............................................................................................................................114     Chapter Outline ..................................................................................................................................................115     Objectives ..............................................................................................................................................................115     Key Terms ..............................................................................................................................................................115     Working with Personal Computers ...........................................................................................................116         Reviewing PC Hardware .........................................................................................................................116         Understanding Firmware ........................................................................................................................127         Understanding PC Operating Systems ............................................................................................129         Supporting Software Applications ......................................................................................................131     Working with Networks ..................................................................................................................................131         Introducing Protocols ..............................................................................................................................132         Understanding Common Network Components ..........................................................................133     Working with Mobile Devices ......................................................................................................................141         Comparing Operating Systems ...........................................................................................................142         Comparing App Stores ...........................................................................................................................143         Configuring Email ......................................................................................................................................143         Implementing Security on Mobile Devices ......................................................................................144         Comparing Landscape Modes to Portrait Modes ........................................................................145     Understanding the Product ..........................................................................................................................146         Getting Certified ........................................................................................................................................146         Continuous Learning ................................................................................................................................149     Chapter Review Activities .............................................................................................................................150         Answer These Questions .......................................................................................................................150     Answers and Explanations ...........................................................................................................................153         Define the Key Terms ...............................................................................................................................155         List the Words Inside Acronyms ..........................................................................................................155         Create Mind Maps ....................................................................................................................................156         Define Other Terms ...................................................................................................................................156         Case Studies ...............................................................................................................................................156 CHAPTER 5 Security Skills .................................................................................................................................158     Chapter Outline ..................................................................................................................................................159     Objectives ..............................................................................................................................................................159     Key Terms ..............................................................................................................................................................159     Protecting IT Resources ................................................................................................................................160         Introducing the Security Triad ..............................................................................................................161         Protecting Confidentiality .......................................................................................................................161         Protecting Integrity ...................................................................................................................................163         Protecting Availability ..............................................................................................................................164     Understanding Malware .................................................................................................................................165         Replicating Malware .................................................................................................................................169         Recognizing Malware Symptoms .......................................................................................................171         Protecting Against Malware ..................................................................................................................172         Removing Malware ...................................................................................................................................173     Managing Risk ....................................................................................................................................................173         Recognizing Threats ................................................................................................................................176         Identifying Vulnerabilities ........................................................................................................................184         Implementing Security Controls ..........................................................................................................185     Chapter Review Activities .............................................................................................................................187         Answer These Questions .......................................................................................................................187     Answers and Explanations ...........................................................................................................................190     Define the Key Terms ...............................................................................................................................192         List the Words Inside Acronyms ..........................................................................................................192         Create Mind Maps ....................................................................................................................................193         Define Other Terms ...................................................................................................................................193         Case Studies ...............................................................................................................................................193 CHAPTER 6 Troubleshooting Skills ................................................................................................................194     Chapter Outline ..................................................................................................................................................195     Objectives ..............................................................................................................................................................195     Key Terms ..............................................................................................................................................................195     Recognizing Key Troubleshooting Steps ...............................................................................................196         Identifying the Problem ...........................................................................................................................197         Establishing a Theory of Probable Cause .......................................................................................199         Testing the Theory to Determine the Cause ...................................................................................199         Establishing a Plan of Action to Resolve the Problem ...............................................................203         Implementing the Solution or Escalating if Necessary ...............................................................203         Verifying Full System Functionality .....................................................................................................205         Documenting Findings, Actions, and Outcomes ..........................................................................206     Following Standard Operating Procedures (SOPs) ..........................................................................207         Using Troubleshooting Guides .............................................................................................................208         Using Software to Solve Incidents .....................................................................................................210     Understanding Problem-Solving Skills ...................................................................................................214         Critical Thinking Skills .............................................................................................................................214         Types of Thinking ......................................................................................................................................216         Making Decisions ......................................................................................................................................218     Chapter Review Activities .............................................................................................................................220         Answer These Questions .......................................................................................................................220     Answers and Explanations ...........................................................................................................................223         Define the Key Terms ...............................................................................................................................225         List the Words Inside Acronyms ..........................................................................................................225         Create Mind Maps ....................................................................................................................................225         Case Studies ...............................................................................................................................................225 CHAPTER 7 Writing Skills ....................................................................................................................................226     Chapter Outline ..................................................................................................................................................227     Objectives ..............................................................................................................................................................227     Key Terms ..............................................................................................................................................................227     Comparing Writing Styles ..............................................................................................................................228         Comparing Active Writing to Passive Writing ................................................................................230         Using Short Sections ...............................................................................................................................231         Using Stories and Analogies .................................................................................................................232         Avoiding Absolutes ...................................................................................................................................232         Using Pronouns .........................................................................................................................................233     Understanding Technical Writing...............................................................................................................233         Knowing Your Audience .........................................................................................................................234         Planning ........................................................................................................................................................234         Following the Process .............................................................................................................................235         Spelling Out Prerequisites .....................................................................................................................239     Writing for Customers .....................................................................................................................................240         Following the 3-30-30 Rule ...................................................................................................................241         Contributing to Web Pages ...................................................................................................................241         Creating FAQs ............................................................................................................................................242         Writing Tutorials .........................................................................................................................................243         Contributing to Brochures .....................................................................................................................246         Contributing to Newsletters ..................................................................................................................248         Writing White Papers ...............................................................................................................................248         Writing Technical Manuals .....................................................................................................................249     Writing for Internal Personnel .....................................................................................................................250         Comparing Internal Documents to External Documents ...........................................................250         Using a Knowledge Base .......................................................................................................................251         Documenting Incidents ...........................................................................................................................251     Chapter Review Activities .............................................................................................................................253         Answer These Questions .......................................................................................................................253     Answers and Explanations ...........................................................................................................................256         Define the Key Terms ...............................................................................................................................258         List the Words Inside Acronyms ..........................................................................................................258         Create Mind Maps ....................................................................................................................................258         Case Studies ...............................................................................................................................................258 CHAPTER 8 Training Skills ..................................................................................................................................260     Chapter Outline ..................................................................................................................................................261     Objectives ..............................................................................................................................................................261     Key Terms ..............................................................................................................................................................261     Effective Training Skills ..................................................................................................................................262         Attitude ..........................................................................................................................................................263         Skills and Techniques ..............................................................................................................................265         Understanding Your Subject Matter ..................................................................................................278     Steps Involved in Training .............................................................................................................................279         Understanding How People Learn .....................................................................................................279         Understanding Why Adults Learn .......................................................................................................280         Developing a Course ...............................................................................................................................281         Creating Training Materials ....................................................................................................................286         Delivering the Training .............................................................................................................................290     One-on-One Training vs. Group Training ...............................................................................................299         Training Computer Users .......................................................................................................................299         Training Help Desk Personnel ..............................................................................................................301     Chapter Review Activities .............................................................................................................................304         Answer These Questions .......................................................................................................................304     Answers and Explanations ...........................................................................................................................307         Define the Key Terms ...............................................................................................................................308         List the Words Inside Acronyms ..........................................................................................................309         Create Mind Maps ....................................................................................................................................309         Define Other Terms ...................................................................................................................................309         Case Studies ...............................................................................................................................................309 CHAPTER 9 Business Skills ...............................................................................................................................310     Chapter Outline ..................................................................................................................................................311     Objectives ..............................................................................................................................................................311     Key Terms ..............................................................................................................................................................311     Reviewing Core Business Skills .................................................................................................................312         Communicating Effectively in the Business ....................................................................................312         Writing Skills in the Business ...............................................................................................................313         Understanding Presentation Skills in the Business .....................................................................314         Solving Problems in the Business ......................................................................................................316         Working with Customers ........................................................................................................................318         Managing Projects in the Business ....................................................................................................318         Managing Conflict .....................................................................................................................................323         Maintaining Your Personal Appearance ...........................................................................................325     Shaping the Business ......................................................................................................................................326         Creating Vision Statements ...................................................................................................................327         Creating Mission Statements ...............................................................................................................328         Identifying Values ......................................................................................................................................329     Aligning the Business ......................................................................................................................................332         Governing IT ................................................................................................................................................333         Comparing a Cost Center to a Profit Center ..................................................................................333     Understanding ITIL ...........................................................................................................................................334         Defining an ITIL Service ..........................................................................................................................335         Tracking Services Through Their Lifecycle ......................................................................................335         Understanding ITIL Certifications .......................................................................................................336         Understanding ITIL Is Not All or Nothing .........................................................................................338         Understanding Service Level Agreements ......................................................................................339         Using Good Practices .............................................................................................................................340         Understanding the ITIL Service Desk ................................................................................................341         Comparing ITIL to ITL .............................................................................................................................341     Chapter Review Activities .............................................................................................................................343         Answer These Questions .......................................................................................................................343     Answers and Explanations ...........................................................................................................................346         Define the Key Terms ...............................................................................................................................348         List the Words Inside Acronyms ..........................................................................................................348         Create Mind Maps ....................................................................................................................................349         Define Other Terms ...................................................................................................................................349         Case Studies ...............................................................................................................................................349 CHAPTER 10 Calculating Help Desk Value ................................................................................................350     Chapter Outline ..................................................................................................................................................351     Objectives ..............................................................................................................................................................351     Key Terms ..............................................................................................................................................................351     Calculating Value with Performance Metrics ......................................................................................352         Measuring the Performance of Your Help Desk ............................................................................352         Analyzing Trends .......................................................................................................................................362         Capturing Statistics with Computer Telephony Integration ......................................................363         Comparing Intrinsic Motivation to Extrinsic Motivation .............................................................364     Identifying Help Desk Costs .........................................................................................................................367         Personnel Costs ........................................................................................................................................368         Hardware Costs .........................................................................................................................................368         Software Costs ...........................................................................................................................................368         Facility Costs ..............................................................................................................................................369         Overhead Costs .........................................................................................................................................370         Budgeting .....................................................................................................................................................370         Calculating Cost per Ticket ...................................................................................................................370     Creating a Cost Benefit Analysis (CBA) .................................................................................................372         Comparing Tangibles and Intangibles ...............................................................................................373 An Example CBA .......................................................................................................................................373         Calculating Return on Investment (ROI) ...........................................................................................377     Chapter Review Activities .............................................................................................................................379         Answer These Questions .......................................................................................................................379     Answers and Explanations ...........................................................................................................................382         Define the Key Terms ...............................................................................................................................383         List the Words Inside Acronyms ..........................................................................................................384         Create Mind Maps ....................................................................................................................................384         Define Other Terms ...................................................................................................................................384         Case Studies ...............................................................................................................................................384 APPENDIX ......................................................................................................................................................................386 GLOSSARY .....................................................................................................................................................................388 9780789752406, TOC, 10/7/2014