Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions. A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities. Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed. This comprehensive book gives you access to, and is designed to complement the access-included in-depth Help Desk Technician eLearning program provided by The Art of Service. The interactive eLearning course uses a combination of narrated presentations with text supplements and multiple choice assessments which will ultimately prepare you for the Help Desk Technician certification exam. Contents: --Customer Service Principles Definition of Customer Service What is Service? Four Components of Customer Service Face-to-Face and One-to-One Contact First Impressions Conflict Resolution What is Conflict? Types of Conflict Open Conflict vs Hidden Conflict --Providing Effective Supervision Tips for Learning the Ropes Quickly Setting Goals Decision Making and Assertiveness Seven Steps to Good Decision Making Pareto Analysis—Choosing the Most Important Changes to Make PMI—Weighing the Pros and Cons of a Decision Force Field Analysis—Understanding the Pressures For and Against Change Six Thinking Hats—Looking at a Decision from All Points of View Starbursting—Understanding New Ideas by Brainstorming Questions Stepladder Technique—Making Better Group Decisions Cost/Benefit Analysis—Evaluating Quantitatively --Writing Reports and Proposals Becoming a Good Writer The Rules of Writing -- IT Service Management Good practices --Service Delivery Principles Capacity Management Goals and objectives Principles of Capacity Management Capacity Management Activities Common Capacity Management Activities Operational Activities of Capacity Management Change Management Goals and Objectives Designing and Planning Change Models Triggers and Interfaces Change Management Activities Roles and Responsibilities within Change Management Challenges affecting Change Management --Service Operation Principles > Objectives Service Operation Functions Technical Management Goal and Objectives Key Performance Indicators (KPIs) for Technical Management IT Operations Management Goal and objectives Operations Control Facilities Management Key Performance Indicators (KPIs) for IT Operations Management Application Management Goal and objectives Build or Buy? Application Management Service Operation Processes Event Management Goals and Objectives Scope Problem Management Goals and Objectives Scope Benefits Problem Management Activities Managing Known Errors Service Operation Summary --Required Technical Knowledge Desktop Environments Standard Operating Environments (SOEs) Managing Networks TCP/IP Networks Network Addressing Network Devices Managing High Availability (Critical) Networks Managing Server Environments Monitoring Events Managing Software Updates Remotely Managing Servers Monitoring Performance Monitoring and Optimizing a Server Environment Implementing, Managing, and Maintaining Routing and Remote Access Backup Routines ...and much more