Gde To Custom Servic Skil For Servi Desk

Donna Knapp

• 07 mei 2014
• 9781285063584

Samenvatting:

Examines the changing role of the service desk professional. This book describes the business and technology trends that are shaping the direction of the service desk industry and the opportunities available to those pursuing a service desk career.



The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.