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Book Cover
Lang Matl
Author Knapp, Donna.

Title A guide to service desk concepts / Donna Knapp.

Imprint Boston, MA : Course Technology, Cengage Learning, c2010.

Copies

Location Call No. Status
 CCQ - Lusail Female Library  HD9696.C62    Available
 CCQ - Lusail Male Library  HD9696.C62    Lib Use Only
Edition 3rd ed.
Description xix, 396 p. : ill. ; 24 cm.
Bibliography Includes bibliographical references and index.
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
Summary 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 Computer industry -- Customer services -- Management.
Computer technical support.
Computer service industry.
Management information systems.
ISBN 9780324785067
0324785062
9781439040225 (Intl ed.)
1439040222 (Intl ed.)