Author: S. James
Release Date: 2016-12-15
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!
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
Author: Tyler Regas
Publisher: John Wiley & Sons
Release Date: 2015-04-15
Stand out in one of IT's fastest growing job markets If you're looking for a job in IT, the help desk is the heart and soul of most IT operations, and an excellent starting point for a promising career. With the help of Getting an IT Help Desk Job For Dummies, you'll gain the knowledge and know-how to cut through the confusion of navigating the Information Technology job market. IT can be intimidating to hopeful-yet-inexperienced job candidates, but this guide will help you find and land the job of your dreams. Through easy-to-follow explanations, authoritative information, and a bit of humor, Getting an IT Help Desk Job For Dummies serves as your thorough and approachable guide to maximizing your competitive edge in this booming market. The IT job market has continued to expand as technology matures and deepens its roots in business operations. This is good news for you! However, it makes it that much harder to get a job in IT, as recent grads and other professionals are practically stampeding to get their feet in the door of this rapidly expanding industry. Luckily, Getting an IT Help Desk Job For Dummies gives you an advantage by providing expert instruction on how to score an interview and secure a job offer, the skills needed to obtain and maintain an IT position, and authoritative information on how to establish a career path in the IT field. Explore careers in the IT Help Desk field and establish the path you want to follow Plan for post-education certifications and training to make yourself more marketable Get expert guidance for creating a winning resume and cover letter Prepare for your IT Help Desk interview Loaded with simple, straight-forward advice, Getting an IT Help Desk Job For Dummies is your all-in-one guide to starting your IT career on the right foot!
This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. The result of this work is a summary of huge material, facilitating the introduction to the subject and understanding thereof.The focus of the book, however, is not restricted to knowledge management in itself. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue.The objective is to present a practical proposition for development of initiatives of knowledge management applied to help desk and customer-care. To achieve this, the first part of the book also presents concepts of KCS (Knowledge-Centered Service), a set of practices and a specific methodology focused upon technical support, to improve the efficacy of resolving problems. KCS, however, is not limited merely to solving problems, being able to be adapted to handling requests in general.KCS is the result of compiling best practices and discussing initiatives by a group of large information technology companies, which formed a consortium to share ideas and experiences.The areas of technical support, whether in help desk or in customer care, depend upon the qualification of the people involved in the process, and this in turn depends upon knowledge. Indeed, how can one resolve a problem without knowing the subject concerned? The worst is that such subject is usually a technical issue, or is related to something technical, as the functioning of software or a product. Even in the cases of requisitions, where the agent does not go to resolve a problem, but to render a service to handle a request, knowledge is required: how to proceed to fulfill the necessity, or to whom and how forward the requisition, and what information is necessary? And if the requisition is a request for information, where to search for this information to pass to the requestor?KCS was created, with certain assumptions common to knowledge management, to deal with obtaining, sharing and transmitting knowledge to improve service, involving incidents and problems. As the methodology itself determines, it can be adapted to aid in forming a useful knowledge basis for handling requisitions. In the first part of the book KCS is presented and commented upon in a detailed manner, including its concepts, objectives and practices. As the theoretical concepts are presented and explained, and that, therefore, a context is provided, in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS. What is being proposed is the use of the conceptual basis of KCS, but not being limited thereto. Indeed, a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented. The model proposed is something practical and applicable in companies of any size which have areas of technical support, service-desk, shared services or customer care. As they are practices suggested, they can be adapted, obviously, but their structure has a composition which allows the understanding of the themes in a logical and clear sequence, without ever losing sight of the essential academic concepts of knowledge management and KCS, obviously.
Author: Michael J. Gelb
Release Date: 2009-10-21
Genius is made, not born. And human beings are gifted with an almost unlimited potential for learning and creativity. Now you can uncover your own hidden abilities, sharpen your senses, and liberate your unique intelligence—by following the example of the greatest genius of all time, Leonardo da Vinci. Acclaimed author Michael J. Gelb, who has helped thousands of people expand their minds to accomplish more than they ever thought possible, shows you how. Drawing on Da Vinci's notebooks, inventions, and legendary works of art, Gelb introduces Seven Da Vincian Principles—the essential elements of genius—from curiosità, the insatiably curious approach to life to connessione, the appreciation for the interconnectedness of all things. With Da Vinci as your inspiration, you will discover an exhilarating new way of thinking. And step-by-step, through exercises and provocative lessons, you will harness the power—and awesome wonder—of your own genius, mastering such life-changing abilities as: •Problem solving •Creative thinking •Self-expression •Enjoying the world around you •Goal setting and life balance •Harmonizing body and mind Drawing on Da Vinci's notebooks, inventions, and legendary works of art, acclaimed author Michael J. Gelb, introduces seven Da Vincian principles, the essential elements of genius, from curiosita, the insatiably curious approach to life, to connessione, the appreciation for the interconnectedness of all things. With Da Vinci as their inspiration, readers will discover an exhilarating new way of thinking. Step-by-step, through exercises and provocative lessons, anyone can harness the power and awesome wonder of their own genius, mastering such life-changing skills as problem solving, creative thinking, self-expression, goal setting and life balance, and harmonizing body and mind. From the Trade Paperback edition.
Author: David Allen
Release Date: 2015-03-17
Genre: Business & Economics
"The Bible of business and personal productivity" —Lifehack "A completely revised and updated edition of the blockbuster bestseller from 'the personal productivity guru'"—Fast Company Since it was first published almost fifteen years ago, David Allen’s Getting Things Done has become one of the most influential business books of its era, and the ultimate book on personal organization. “GTD” is now shorthand for an entire way of approaching professional and personal tasks, and has spawned an entire culture of websites, organizational tools, seminars, and offshoots. Allen has rewritten the book from start to finish, tweaking his classic text with important perspectives on the new workplace, and adding material that will make the book fresh and relevant for years to come. This new edition of Getting Things Done will be welcomed not only by its hundreds of thousands of existing fans but also by a whole new generation eager to adopt its proven principles. From the Trade Paperback edition.
Author: Kelly Resendez
Release Date: 2017-10-05
"Sustainability in the mortgage industry is about having a consistent, reliable stream of business and subsequent income regardless of what is happening around you." Kelly Resendez How would you like to wake up each morning free from worry - confident that all the pieces are in place for your continued success? How would you like to create a business you love and find joy doing it? The potential for greatness is in all of us but too often we settle for mediocrity. Foundation to Sustainable Success explores the critical changes you need to make to succeed in the mortgage origination business on your own terms. Using wisdom from her career as a top producer and business coach, Kelly provides concrete frameworks and practical strategies that will take your business to the next level and keep it there. This is not your typical mortgage origination manual. The emphasis is on you - creating a success mindset, managing triggers, eliminating limiting beliefs and self-sabotage, and making a commitment to doing what needs to be done even when you don't feel like doing it. Through a mind, body, spirit approach Kelly will help you reinvent yourself and find joy in an industry that is full of stress and burn-out. Commit to practicing the invaluable tools and lessons within these pages and a sustainable career in this ever-changing, ever-challenging mortgage industry can be yours.
Today we live in such a fear-driven society in every aspect of our lives. One of the main tenets of this book turns your fear into Torque to be used to transmute paralyzing fear into the courageous action needed to create forward movement and accomplish your desired reality. Abby Juan What if you were able to grow into adulthood naturally; not the personality you adopted to fit into society, but the person you actually truly desired to be inherently authentic, true to yourself, and successfully living your passion? What if you could become that person again; the one you were always destined to be? Would you step into that life, if shown how? In How Me Found I, author Abigail Diaz Juan answers these questions and presents a guidebook showing how you can attain balance, harmony, and greatness in your world. She shares her personal physical, intellectual, and spiritual experiences and what she learned. Abby outlines the Natural Person Paradigm and how it can be used for personal transformation to improve your life. She shares that when you allow Life to take you on a journey, it unveils your true purpose. How Me Found I communicates that if you allow your inner self to guide you, the path opens up and reveals itself, and life then becomes a series of pivotal steps leading you in the right direction on your path to greatness.
Author: Christopher McDougall
Release Date: 2016-04-05
Genre: Health & Fitness
"Author of the phenomenal national best seller, Born to Run, Christopher McDougall now travels to the Mediterranean where he discovers that the secrets of ancient Greek heroes are still alive and well on the island of Crete and in the muscles and minds of fitness enthusiasts everywhere. While researching Born to Run, Chris McDougall encountered the story of Pheidippides, the legendary ancient Greek 'all-day runner.' Later, when McDougall met a dedicated amateur historian, he saw a connection to one of the most fascinating mysteries of World War II: How did a small band of Resistance fighters surrounded by German troops kidnap a top German general? What he discovered is that ancestral techniques for extraordinary endurance, natural movement, and nutrition allowed ancient Greek soldiers and Cretan shepherds to race across mountains on all-night missions. Inspired by their heroic acts, McDougall sets off to discover the lost art of the hero, both throughout history and across the world. Just as Born to Run inspired casual runners to get off the treadmill, out of their shoes, and into nature, Natural-Born Heroes will inspire casual athletes to leave the gym and take their fitness to nature doing cross-training, mud runs, parkour and free-running to bound--and climb, swim, skip, wade, and jump--their way to heroic feats"--
The greatest success authorities in the world share their most treasured success secrets. Each powerful lesson will bring you closer to your life’s goals: • How to conquer the ten most common causes of failure • How to make the most of your abilities • How to find the courage to take risks • How to stop putting things off • How to build your financial nest egg • How to look like a winner • How to take charge of your life • And much more in fifty memorable presentations by the greatest success authorities. Dean of this unique University of Success is Og Mandino, the most acclaimed self-help writer of this generation. The faculty he has assembled includes such celebrities as Dr. Wayne W. Dyer, Dale Carnegie, W. Clement Stone, Napoleon Hill, George S. Clason, Nena and George O’Neil, Dr. Joyce Brothers, Michael Korda, Lord Beaverbrook, Dr. Norman Vincent Peale, and many more winners in life.
Author: Don Hutson
Publisher: Greenleaf Book Group
Release Date: 2015-03-03
Genre: Business & Economics
SELLING VALUE is 305 pages of solid content to help you out perform your competition while keeping your customers happy. It is presented in four parts: Mastering the Head Game; Your Blueprint for Sales Success; Understanding Your Customer; and Securing and Growing the Business; The fifteen chapters outline the most critical content for exceptional sales results in a competitive environment. One premise set forth is that the most important definition of value is your prospect’s definition! If properly queried, ten prospects might well give you ten different answers and to what they value most. With exceptional skills of differentiating and adapting the value elements of your deliverables, you can hit the mark for all ten of them! From the important basics in Part I to the advanced selling skills in Part IV, you will gain many ideas from this content-rich work on the skill of SELLING VALUE for greater successds!
Author: Thomas Barta
Publisher: McGraw Hill Professional
Release Date: 2016-09-23
Genre: Business & Economics
WHAT MAKES AN EFFECTIVE AND SUCCESSFUL MARKETING LEADER? The 12 Powers of a Marketing Leader, by former McKinsey Partner Thomas Barta and senior London Business School professor Patrick Barwise, is the first research-based leadership book for marketers in the 21st century. Based on the largest ever research study of its kind, with detailed data on over 8,600 leaders in more than 170 countries, this game-changing book identifies 12 specific behaviors--or Powers--that drive marketers' business impact and career success. Reading it, you’ll learn how to: • MOBILIZE YOUR BOSS: Make an impact at the highest level and align marketing with the company's priorities. • MOBILIZE YOUR COLLEAGUES: Inspire and motivate your non-marketing colleagues to deliver a great customer experience. • MOBILIZE YOUR TEAM: Build and align a winning marketing team. • MOBILIZE YOURSELF: Focus on goals that will benefit your customers, your company and yourself, by meeting your own needs and ambitions. By zeroing in on the value creation zone ("V-Zone")--the all-important overlap between your company's and customers' needs--you’ll be able to help the business win in the market--and achieve your career goals. Warning: This is not a marketing book. It’s a leadership book for marketers, using the latest research on what works--and what doesn’t--in marketing's digital age. BONUS: Receive full access to an online self-assessment tool and other marketing leadership resources.
Release Date: 2013-05-07
Genre: Study Aids
Master the Civil Service Exams offers complete test preparation for the written exam so you can pursue a government job. Math, verbal and clerical exercises, plus four full-length practice tests, build skills and confidence, while experts in the field provide an inside scoop on how to become a first-rate job candidate. You will also find up-to-date information on the civil service job market and projected areas of growth.