Title:
A guide to service desk concepts
Author:
Knapp, Donna.
ISBN:
9780324785067
9781439040225
Personal Author:
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: