Overview

This is today's most complete, practical, and up-to-date guide to succeeding as a help desk professional. Leading technology instructor and consultant Darril Gibson thoroughly explains each of today's help desk support roles, and fully covers all essential skill sets, both technical and personal. Reflecting his extensive classroom and field experience, he presents exceptionally clear and relevant objectives and summaries, backed with realistic case studies, hands-on projects, exercises, and multiple-choice review questions.

Full Product Details

Author:   Darril Gibson
Publisher:   Pearson Education (US)
Imprint:   Pearson IT Certification
Dimensions:   Width: 21.00cm , Height: 2.10cm , Length: 26.10cm
Weight:   0.973kg
ISBN:  

9780789752406

ISBN 10:   0789752409
Pages:   456
Publication Date:   27 November 2014
Audience:   Adult education ,  Professional and scholarly ,  Further / Higher Education ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

INTRODUCTION ................................................................................................................................................................1     Organization of the Text ......................................................................................................................................1     Key Pedagogical Features .................................................................................................................................2     A Brief Word on Mind Mapping .......................................................................................................................3     Conclusion .................................................................................................................................................................5 CHAPTER 1 Introduction to Help Desk Support Roles ..............................................................................6     Chapter Outline .......................................................................................................................................................7     Objectives ...................................................................................................................................................................7     Key Terms ...................................................................................................................................................................7     Understanding the Support Center ...............................................................................................................8         A Little History .................................................................................................................................................8         The Evolution of the Support Center ......................................................................................................9         Understanding an Incident and Incident Management .................................................................10         The Role of the Support Center .............................................................................................................10         IT Tiers within an Organization ...............................................................................................................12     The Role of the Help Desk Professional ...................................................................................................14         First Line of Support for Users ...............................................................................................................14         Assessing Problems and Identifying Solutions ................................................................................14         Recognizing Required Skillsets ..............................................................................................................15     Understanding Users .........

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Author Information

Darril Gibson is the CEO of YCDA, LLC (short for You Can Do Anything). He regularly writes and consults on a wide variety of technical and security topics and holds several certifications including MCSE, MCDBA, MCSD, MCITP, ITIL v3, Security+, and CISSP. He has authored or coauthored more than 30 books including the best-selling Security+: Get Certified, Get Ahead series. Darril regularly blogs at http://blogs.getcertifiedgetahead.com/.

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