It Help Desk

Author: S. James
Publisher:
ISBN: 1541026039
Release Date: 2016-12-15
Genre:

Your Complete Guide To The IT Help Desk Your Blueprint To Service Success, Mastering User Support & Troubleshooting Like A Genius Are You Ready To Learn All About Working An IT Help Desk? If So You've Come To The Right Place... Here's A Preview Of What This Book Contains... An Explanation Of What The IT Help Desk Actually Is How To Improve Communication Skills Like A Pro Handling Difficult Calls & Situations The Right Way (Must Read!) Best Words & Best Practices For The IT Help Desk The Six Step Problem Solving Model You NEED To Implement Computer Troubleshooting From The Very Basics No Video? Here's What To Do... Troubleshooting No POST No Boot Issues How To Troubleshoot A Freezing Computer Correctly The Downlow On Disk Errors Keyboard And Mouse Issues Your Customer Support Tools And Much, Much More!

Effective Help Desk Specialist Skills

Author: Darril Gibson
Publisher: Pearson IT Certification
ISBN: 9780133571851
Release Date: 2014-10-27
Genre: Computers

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

A Guide to Customer Service Skills for the Service Desk Professional

Author: Donna Knapp
Publisher: Cengage Learning
ISBN: 9781285063584
Release Date: 2014-05-07
Genre: Computers

A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction. Each chapter describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL vocabulary and concepts are reflected throughout the text. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

The Future of the Internet And How to Stop It

Author: Jonathan Zittrain
Publisher: Yale University Press
ISBN: 0300145349
Release Date: 2008-10-01
Genre: Law

This extraordinary book explains the engine that has catapulted the Internet from backwater to ubiquity—and reveals that it is sputtering precisely because of its runaway success. With the unwitting help of its users, the generative Internet is on a path to a lockdown, ending its cycle of innovation—and facilitating unsettling new kinds of control. IPods, iPhones, Xboxes, and TiVos represent the first wave of Internet-centered products that can't be easily modified by anyone except their vendors or selected partners. These “tethered appliances” have already been used in remarkable but little-known ways: car GPS systems have been reconfigured at the demand of law enforcement to eavesdrop on the occupants at all times, and digital video recorders have been ordered to self-destruct thanks to a lawsuit against the manufacturer thousands of miles away. New Web 2.0 platforms like Google mash-ups and Facebook are rightly touted—but their applications can be similarly monitored and eliminated from a central source. As tethered appliances and applications eclipse the PC, the very nature of the Internet—its “generativity,” or innovative character—is at risk. The Internet's current trajectory is one of lost opportunity. Its salvation, Zittrain argues, lies in the hands of its millions of users. Drawing on generative technologies like Wikipedia that have so far survived their own successes, this book shows how to develop new technologies and social structures that allow users to work creatively and collaboratively, participate in solutions, and become true “netizens.”

Think Like a Freak

Author: Steven D. Levitt
Publisher: Harper Collins
ISBN: 9780062218360
Release Date: 2014-05-12
Genre: Business & Economics

The New York Times bestselling Freakonomics changed the way we see the world, exposing the hidden side of just about everything. Then came SuperFreakonomics, a documentary film, an award-winning podcast, and more. Now, with Think Like a Freak, Steven D. Levitt and Stephen J. Dubner have written their most revolutionary book yet. With their trademark blend of captivating storytelling and unconventional analysis, they take us inside their thought process and teach us all to think a bit more productively, more creatively, more rationally—to think, that is, like a Freak. Levitt and Dubner offer a blueprint for an entirely new way to solve problems, whether your interest lies in minor lifehacks or major global reforms. As always, no topic is off-limits. They range from business to philanthropy to sports to politics, all with the goal of retraining your brain. Along the way, you’ll learn the secrets of a Japanese hot-dog-eating champion, the reason an Australian doctor swallowed a batch of dangerous bacteria, and why Nigerian e-mail scammers make a point of saying they’re from Nigeria. Some of the steps toward thinking like a Freak: First, put away your moral compass—because it’s hard to see a problem clearly if you’ve already decided what to do about it. Learn to say “I don’t know”—for until you can admit what you don’t yet know, it’s virtually impossible to learn what you need to. Think like a child—because you’ll come up with better ideas and ask better questions. Take a master class in incentives—because for better or worse, incentives rule our world. Learn to persuade people who don’t want to be persuaded—because being right is rarely enough to carry the day. Learn to appreciate the upside of quitting—because you can’t solve tomorrow’s problem if you aren’t willing to abandon today’s dud. Levitt and Dubner plainly see the world like no one else. Now you can too. Never before have such iconoclastic thinkers been so revealing—and so much fun to read.

Your First Leadership Job

Author: Tacy M. Byham
Publisher: John Wiley & Sons
ISBN: 9781118911969
Release Date: 2015-04-20
Genre: Business & Economics

Becoming the Very Best First-Time Leader Congratulations! You’re now in charge. Perhaps it’s your first time as a leader, or maybe you want to fine-tune your skills. Either way, you’ve begun one of the most rewarding chapters of your career. But, like many beginnings, the first few years can be challenging. Fortunately, you don’t have to tackle this challenge on your own. Your First Leadership Job gives you practical advice straight from others who have walked in your shoes. Not only does it include dozens of tools to ensure your success, but it’s also based on the authors’ and DDI’s extensive experience and research, which ultimately has led to the development of millions of leaders around the world. In fact, a quarter-million leaders will be developed this year alone via DDI training. Your First Leadership Job is divided into two sections. Part 1 introduces the concept of catalyst leader—one who sparks energy, passion, and commitment in others. Your transition to catalyst leader is a major step in your leadership journey. This book provides essential tips to put you on the catalyst path. Ultimately, leadership is about the many conversations—frequent, clear, authentic, and occasionally difficult—that you will have daily. Your First Leadership Job builds awareness of the fundamental skills you’ll come to rely on to make every one of these interactions successful. Part 2 devotes 13 chapters to critical core leadership competencies, including coaching for success, hiring the best employees, turning dreaded appraisals into discussions that propel performance, and handling difficult employees. It also includes a chapter for first-time female leaders. Look at Your First Leadership Job as an indispensable companion to becoming an awesome leader—one who will make a positive, lasting impact on your team, family, and career. Visit www.yourfirstleadershipjob.com to learn more.

The Warren Buffett Portfolio

Author: Robert G. Hagstrom
Publisher: John Wiley & Sons
ISBN: 0471392642
Release Date: 2000-11-20
Genre: Business & Economics

The Warren Buffett Way provided readers with strategies on how to pick stocks like Buffett. The Warren Buffett Portfolio will show readers how to manage those stocks within a portfolio. Hagstrom identifies and analyzes the tenets of Buffett's investment style called focus investing and leads the reader through the process of building a superior portfolio.

The Charge

Author: Brendon Burchard
Publisher: Simon and Schuster
ISBN: 9781451667530
Release Date: 2012-05-15
Genre: Business & Economics

The best-selling author of The Millionaire Manager presents a case for a new approach to human ambition and achievement in today's stressful, technologically driven world, drawing on neuroscience studies and case studies to profile 10 sources of motivation that can be strategically applied by today's business leaders. 150,000 first printing.

The Pragmatic Programmer

Author: Andrew Hunt
Publisher: Addison-Wesley Professional
ISBN: 9780132119177
Release Date: 1999-10-20
Genre: Computers

What others in the trenches say about The Pragmatic Programmer... “The cool thing about this book is that it’s great for keeping the programming process fresh. The book helps you to continue to grow and clearly comes from people who have been there.” —Kent Beck, author of Extreme Programming Explained: Embrace Change “I found this book to be a great mix of solid advice and wonderful analogies!” —Martin Fowler, author of Refactoring and UML Distilled “I would buy a copy, read it twice, then tell all my colleagues to run out and grab a copy. This is a book I would never loan because I would worry about it being lost.” —Kevin Ruland, Management Science, MSG-Logistics “The wisdom and practical experience of the authors is obvious. The topics presented are relevant and useful.... By far its greatest strength for me has been the outstanding analogies—tracer bullets, broken windows, and the fabulous helicopter-based explanation of the need for orthogonality, especially in a crisis situation. I have little doubt that this book will eventually become an excellent source of useful information for journeymen programmers and expert mentors alike.” —John Lakos, author of Large-Scale C++ Software Design “This is the sort of book I will buy a dozen copies of when it comes out so I can give it to my clients.” —Eric Vought, Software Engineer “Most modern books on software development fail to cover the basics of what makes a great software developer, instead spending their time on syntax or technology where in reality the greatest leverage possible for any software team is in having talented developers who really know their craft well. An excellent book.” —Pete McBreen, Independent Consultant “Since reading this book, I have implemented many of the practical suggestions and tips it contains. Across the board, they have saved my company time and money while helping me get my job done quicker! This should be a desktop reference for everyone who works with code for a living.” —Jared Richardson, Senior Software Developer, iRenaissance, Inc. “I would like to see this issued to every new employee at my company....” —Chris Cleeland, Senior Software Engineer, Object Computing, Inc. “If I’m putting together a project, it’s the authors of this book that I want. . . . And failing that I’d settle for people who’ve read their book.” —Ward Cunningham Straight from the programming trenches, The Pragmatic Programmer cuts through the increasing specialization and technicalities of modern software development to examine the core process--taking a requirement and producing working, maintainable code that delights its users. It covers topics ranging from personal responsibility and career development to architectural techniques for keeping your code flexible and easy to adapt and reuse. Read this book, and you'll learn how to Fight software rot; Avoid the trap of duplicating knowledge; Write flexible, dynamic, and adaptable code; Avoid programming by coincidence; Bullet-proof your code with contracts, assertions, and exceptions; Capture real requirements; Test ruthlessly and effectively; Delight your users; Build teams of pragmatic programmers; and Make your developments more precise with automation. Written as a series of self-contained sections and filled with entertaining anecdotes, thoughtful examples, and interesting analogies, The Pragmatic Programmer illustrates the best practices and major pitfalls of many different aspects of software development. Whether you're a new coder, an experienced programmer, or a manager responsible for software projects, use these lessons daily, and you'll quickly see improvements in personal productivity, accuracy, and job satisfaction. You'll learn skills and develop habits and attitudes that form the foundation for long-term success in your career. You'll become a Pragmatic Programmer.

The 4 Hour Work Week

Author: Timothy Ferriss
Publisher: Random House
ISBN: 9781446490594
Release Date: 2011-08-31
Genre: Business & Economics

A new, updated and expanded edition of this New York Times bestseller on how to reconstruct your life so it's not all about work Forget the old concept of retirement and the rest of the deferred-life plan - there is no need to wait and every reason not to, especially in unpredictable economic times. Whether your dream is escaping the rat race, experiencing high-end world travel, earning a monthly five-figure income with zero management, or just living more and working less, this book is the blueprint. This step-by step guide to luxury lifestyle design teaches: * How Tim went from $40,000 dollars per year and 80 hours per week to $40,000 per MONTH and 4 hours per week * How to outsource your life to overseas virtual assistants for $5 per hour and do whatever you want * How blue-chip escape artists travel the world without quitting their jobs * How to eliminate 50% of your work in 48 hours using the principles of a forgotten Italian economist * How to trade a long-haul career for short work bursts and frequent 'mini-retirements'. This new updated and expanded edition includes: More than 50 practical tips and case studies from readers (including families) who have doubled their income, overcome common sticking points, and reinvented themselves using the original book as a starting point * Real-world templates you can copy for eliminating email, negotiating with bosses and clients, or getting a private chef for less than £5 a meal * How lifestyle design principles can be suited to unpredictable economic times * The latest tools and tricks, as well as high-tech shortcuts, for living like a diplomat or millionaire without being either.

More Money Than God

Author: Sebastian Mallaby
Publisher: Penguin
ISBN: 9781101457214
Release Date: 2010-06-10
Genre: Business & Economics

"Splendid...the definitive history of the hedge fund, a compelling narrative full of larger-than-life characters and dramatic tales." -- The Washington Post Wealthy, powerful, and potentially dangerous, hedge fund moguls have become the It Boys of twenty-first- century capitalism. Beating the market was long thought to be impossible, but hedge funds cracked its mysteries and made fortunes in the process. Drawing on his unprecedented access to the industry, esteemed financial writer Sebastian Mallaby tells the inside story of the hedge funds, from their origins in the 1960s to their role in the financial crisis of 2007 to 2009. Read Sebastian Mallaby's new book, The Man Who Knew: The Life and Times of Alan Greenspan.

Occult America

Author: Mitch Horowitz
Publisher: Bantam
ISBN: 9780553906981
Release Date: 2009-09-08
Genre: Body, Mind & Spirit

From its earliest days, America served as an arena for the revolutions in alternative spirituality that eventually swept the globe. Esoteric philosophies and personas—from Freemasonry to Spiritualism, from Madame H. P. Blavatsky to Edgar Cayce—dramatically altered the nation’s culture, politics, and religion. Yet the mystical roots of our identity are often ignored or overlooked. Opening a new window on the past, Occult America presents a dramatic, pioneering study of the esoteric undercurrents of our history and their profound impact across modern life.

A Guide to Computer User Support for Help Desk and Support Specialists

Author: Fred Beisse
Publisher: Cengage Learning
ISBN: 9781285852683
Release Date: 2014-09-23
Genre: Computers

Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support with Beisse’s A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 6E. This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client’s specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process. Leading professional software HelpSTAR and Microsoft Office Project Professional 2010 accompany Beisse’s A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 6E to reinforce the knowledge and skills your students need for success in today’s user-support positions. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

The PC and Gadget Help Desk

Author: Mark Edward Soper
Publisher: Que Publishing
ISBN: 9780133858211
Release Date: 2014-10-04
Genre: Computers

A Do-It-Yourself Guide To Troubleshooting and Repairing Your EASY, comprehensive technology troubleshooter! PCs, smartphones, tablets, networks, cameras, home theater and more—all in one book! We all use technology—and we all have problems with it. Don’t get frustrated… and don’t waste money on costly repair or support calls! Solve the problems yourself, with the one guide that makes it easy: The PC and Gadget Help Desk. Using clear pictures, handy “symptom tables,” and easy-to-use flowcharts, Mark Edward Soper walks you step-by-step through identifying, solving, and preventinghundreds of today’s most aggravating tech problems. Soper covers all your major platforms: iPhones, iPads, Android devices, Windows systems, and more. He even helps you fix the weird problems that happen when you use them together! Regain lost Internet access and fix broken Wi-Fi connections Solve problems with viewing and sharing media or other files Track down power problems wherever they arise Troubleshoot printing problems and print from smartphones or tablets Fix missing video or audio on your HDTV or home theater system Get syncing working right on your Apple or Android device Improve your PC’s 3D gaming performance Identify and replace flaky memory chips Prevent overheating that can damage your equipment Solve common problems with digital cameras and DV camcorders Troubleshoot iOS or Android antennas, updates, screens, and connectivity Get FaceTime working right on your iPhone or iPad Troubleshoot eReaders and display your eBooks on additional devices Sensibly decide whether to upgrade, repair, or replace Mark Edward Soper has spent 30 years as an instructor and corporate trainer, helping thousands of people work more happily with personal technology. He is the author of PC Help Desk in a Book, and is the co-author of Leo Laporte’s PC Help Desk, as well as more than 25 other books on Windows, digital imaging, networking, the Internet, IT certification, and computer troubleshooting. Soper is a CompTIA A+ Certified computer technician and Microsoft Certified Professional. BONUS ONLINE VIDEOS: Includes access to free, studio-quality how-to videos that make troubleshooting and repair even easier!

The World Is Flat 3 0

Author: Thomas L. Friedman
Publisher: Picador
ISBN: 1429923075
Release Date: 2007-07-24
Genre: Social Science

This Independence Day edition of The World is Flat 3.0 includes an an exclusive preview of That Used to Be Us: How America Fell Behind in the World It Invented and How We Can Come Back, by Thomas L. Friedman and Michael Mandelbaum, on sale September 5th, 2011. A New Edition of the Phenomenal #1 Bestseller "One mark of a great book is that it makes you see things in a new way, and Mr. Friedman certainly succeeds in that goal," the Nobel laureate Joseph E. Stiglitz wrote in The New York Times reviewing The World Is Flat in 2005. In this new edition, Thomas L. Friedman includes fresh stories and insights to help us understand the flattening of the world. Weaving new information into his overall thesis, and answering the questions he has been most frequently asked by parents across the country, this third edition also includes two new chapters--on how to be a political activist and social entrepreneur in a flat world; and on the more troubling question of how to manage our reputations and privacy in a world where we are all becoming publishers and public figures. The World Is Flat 3.0 is an essential update on globalization, its opportunities for individual empowerment, its achievements at lifting millions out of poverty, and its drawbacks--environmental, social, and political, powerfully illuminated by the Pulitzer Prize--winning author of The Lexus and the Olive Tree.