A guide to service desk concepts
by
 
Knapp, Donna.

Title
: 
A guide to service desk concepts

Author
: 
Knapp, Donna.

ISBN
: 
9780324785067
 
9781439040225

Personal Author
: 
Knapp, Donna.

Edition
: 
3rd ed.

Publication Information
: 
Boston, MA : Course Technology, Cengage Learning, ©2010.

Physical Description
: 
xix, 396 pages : illustrations ; 24 cm

Contents
: 
Introduction to service desk concepts -- Service desk operations -- The people component: service desk roles and responsibilities -- The process component: service desk processes and procedures -- The technology component: service desk tools and technologies -- The information component: service desk performance measures -- The service desk setting -- Customer support as a profession.

Abstract
: 
This guide provides support to individuals interested in the field of technical customer support and the self-management skills needed to deliver it. It provides a better understanding of what a career in customer support would entail.

Subject Term
: 
Computer industry -- Customer services -- Management.
 
Computer technical support.
 
Computer service industry.
 
Management information systems.
 
Computer industry -- Customer services -- Management. (OCoLC)fst00872161
 
Computer service industry. (OCoLC)fst00872499
 
Computer technical support. (OCoLC)fst00872657
 
Management information systems. (OCoLC)fst01007271


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