Effective Help Desk Specialist Skills, 1st edition
Published by Pearson IT Certification (October 27, 2014) © 2015
- Darril Gibson
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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 ..........................................................................................................................................19
       User Categories ............................................................................................................................................19
       Services Provided to Users ......................................................................................................................21
   Typical Incident Process ...................................................................................................................................23
       Steps in a Typical Incident Process ......................................................................................................23
       Tracking Incidents ........................................................................................................................................31
       Taking Ownership of Incidents ................................................................................................................33
   Chapter Review Activities ................................................................................................................................35
       Answer These Questions ..........................................................................................................................35
   Answers and Explanations ..............................................................................................................................38
       Define the Key Terms ..................................................................................................................................40
       List the Words Inside Acronyms .............................................................................................................40
       Create Mind Maps .......................................................................................................................................41
   Define Other Terms ......................................................................................................................................41
           Case Studies ..................................................................................................................................................41
CHAPTER 2 Communication Skills .....................................................................................................................42
   Chapter Outline .....................................................................................................................................................43
   Objectives .................................................................................................................................................................43
   Key Terms .................................................................................................................................................................43
   Elements of Communication ..........................................................................................................................44
       Verbal versus Non-Verbal Skills ..............................................................................................................45
       Effective Questioning Skills ......................................................................................................................50
       Active Listening Skills .................................................................................................................................52
       Methods to Improve Customer Interactions ......................................................................................54
   Recognizing Communication Barriers .......................................................................................................59
       Filters ................................................................................................................................................................60
       Previous Contact ..........................................................................................................................................62
       Cultural Sensitivity .......................................................................................................................................63
   Comparing Different Communication Methods ....................................................................................64
       In-Person .........................................................................................................................................................64
       Telephone ........................................................................................................................................................64
       Text-Only Communications ......................................................................................................................65
   Handling Difficult Situations............................................................................................................................66
       Expect the Best ............................................................................................................................................67
       Common Situations .....................................................................................................................................68
       Handling Conflict ..........................................................................................................................................70
       Defusing Incidents .......................................................................................................................................71
       When to Escalate .........................................................................................................................................71
   Chapter Review Activities ................................................................................................................................73
       Answer These Questions ..........................................................................................................................73
   Answers and Explanations ..............................................................................................................................76
       Define the Key Terms ..................................................................................................................................78
       List the Words Inside Acronyms .............................................................................................................78
       Create Mind Maps .......................................................................................................................................78
       Case Studies ..................................................................................................................................................79
CHAPTER 3 Personal Skills ...................................................................................................................................80
   Chapter Outline .....................................................................................................................................................81
   Objectives .................................................................................................................................................................81
   Key Terms .................................................................................................................................................................81
   Recognizing the Value of Attitude ................................................................................................................82
       Positive Attitude ............................................................................................................................................82
       Attitude versus Aptitude ............................................................................................................................84
       Service Attitude .............................................................................................................................................86
       Problem Ownership .....................................................................................................................................87
   Managing Stress ...................................................................................................................................................88
       Distress vs. Eustress ...................................................................................................................................89
       Stress and Adrenaline ................................................................................................................................90
       General Adaptation Syndrome ................................................................................................................91
       Effects of Distress ........................................................................................................................................92
       Recognizing Burnout ..................................................................................................................................93
       Identifying Stressors ...................................................................................................................................97
       Managing Stress ...........................................................................................................................................98
   Managing Your Time ...........................................................................................................................................99
       Document, Document, Document ......................................................................................................100
       Manage Priorities ......................................................................................................................................100
       Give Yourself More Time ........................................................................................................................102
   Managing Your Career ....................................................................................................................................102
       Career Paths ...............................................................................................................................................103
       Certifications ...............................................................................................................................................104
   Chapter Review Activities .............................................................................................................................107
       Answer These Questions .......................................................................................................................107
   Answers and Explanations ...........................................................................................................................110
       Define the Key Terms ...............................................................................................................................112
       Create Mind Maps ....................................................................................................................................112
       Case Studies ...............................................................................................................................................112
CHAPTER 4 Technical Skills ...............................................................................................................................114
   Chapter Outline ..................................................................................................................................................115
   Objectives ..............................................................................................................................................................115
   Key Terms ..............................................................................................................................................................115
   Working with Personal Computers ...........................................................................................................116
       Reviewing PC Hardware .........................................................................................................................116
       Understanding Firmware ........................................................................................................................127
       Understanding PC Operating Systems ............................................................................................129
       Supporting Software Applications ......................................................................................................131
   Working with Networks ..................................................................................................................................131
       Introducing Protocols ..............................................................................................................................132
       Understanding Common Network Components ..........................................................................133
   Working with Mobile Devices ......................................................................................................................141
       Comparing Operating Systems ...........................................................................................................142
       Comparing App Stores ...........................................................................................................................143
       Configuring Email ......................................................................................................................................143
       Implementing Security on Mobile Devices ......................................................................................144
       Comparing Landscape Modes to Portrait Modes ........................................................................145
   Understanding the Product ..........................................................................................................................146
       Getting Certified ........................................................................................................................................146
       Continuous Learning ................................................................................................................................149
   Chapter Review Activities .............................................................................................................................150
       Answer These Questions .......................................................................................................................150
   Answers and Explanations ...........................................................................................................................153
       Define the Key Terms ...............................................................................................................................155
       List the Words Inside Acronyms ..........................................................................................................155
       Create Mind Maps ....................................................................................................................................156
       Define Other Terms ...................................................................................................................................156
       Case Studies ...............................................................................................................................................156
CHAPTER 5 Security Skills .................................................................................................................................158
   Chapter Outline ..................................................................................................................................................159
   Objectives ..............................................................................................................................................................159
   Key Terms ..............................................................................................................................................................159
   Protecting IT Resources ................................................................................................................................160
       Introducing the Security Triad ..............................................................................................................161
       Protecting Confidentiality .......................................................................................................................161
       Protecting Integrity ...................................................................................................................................163
       Protecting Availability ..............................................................................................................................164
   Understanding Malware .................................................................................................................................165
       Replicating Malware .................................................................................................................................169
       Recognizing Malware Symptoms .......................................................................................................171
       Protecting Against Malware ..................................................................................................................172
       Removing Malware ...................................................................................................................................173
   Managing Risk ....................................................................................................................................................173
       Recognizing Threats ................................................................................................................................176
       Identifying Vulnerabilities ........................................................................................................................184
       Implementing Security Controls ..........................................................................................................185
   Chapter Review Activities .............................................................................................................................187
       Answer These Questions .......................................................................................................................187
   Answers and Explanations ...........................................................................................................................190
   Define the Key Terms ...............................................................................................................................192
       List the Words Inside Acronyms ..........................................................................................................192
       Create Mind Maps ....................................................................................................................................193
       Define Other Terms ...................................................................................................................................193
       Case Studies ...............................................................................................................................................193
CHAPTER 6 Troubleshooting Skills ................................................................................................................194
   Chapter Outline ..................................................................................................................................................195
   Objectives ..............................................................................................................................................................195
   Key Terms ..............................................................................................................................................................195
   Recognizing Key Troubleshooting Steps ...............................................................................................196
       Identifying the Problem ...........................................................................................................................197
       Establishing a Theory of Probable Cause .......................................................................................199
       Testing the Theory to Determine the Cause ...................................................................................199
       Establishing a Plan of Action to Resolve the Problem ...............................................................203
       Implementing the Solution or Escalating if Necessary ...............................................................203
       Verifying Full System Functionality .....................................................................................................205
       Documenting Findings, Actions, and Outcomes ..........................................................................206
   Following Standard Operating Procedures (SOPs) ..........................................................................207
       Using Troubleshooting Guides .............................................................................................................208
       Using Software to Solve Incidents .....................................................................................................210
   Understanding Problem-Solving Skills ...................................................................................................214
       Critical Thinking Skills .............................................................................................................................214
       Types of Thinking ......................................................................................................................................216
       Making Decisions ......................................................................................................................................218
   Chapter Review Activities .............................................................................................................................220
       Answer These Questions .......................................................................................................................220
   Answers and Explanations ...........................................................................................................................223
       Define the Key Terms ...............................................................................................................................225
       List the Words Inside Acronyms ..........................................................................................................225
       Create Mind Maps ....................................................................................................................................225
       Case Studies ...............................................................................................................................................225
CHAPTER 7 Writing Skills ....................................................................................................................................226
   Chapter Outline ..................................................................................................................................................227
   Objectives ..............................................................................................................................................................227
   Key Terms ..............................................................................................................................................................227
   Comparing Writing Styles ..............................................................................................................................228
       Comparing Active Writing to Passive Writing ................................................................................230
       Using Short Sections ...............................................................................................................................231
       Using Stories and Analogies .................................................................................................................232
       Avoiding Absolutes ...................................................................................................................................232
       Using Pronouns .........................................................................................................................................233
   Understanding Technical Writing...............................................................................................................233
       Knowing Your Audience .........................................................................................................................234
       Planning ........................................................................................................................................................234
       Following the Process .............................................................................................................................235
       Spelling Out Prerequisites .....................................................................................................................239
   Writing for Customers .....................................................................................................................................240
       Following the 3-30-30 Rule ...................................................................................................................241
       Contributing to Web Pages ...................................................................................................................241
       Creating FAQs ............................................................................................................................................242
       Writing Tutorials .........................................................................................................................................243
       Contributing to Brochures .....................................................................................................................246
       Contributing to Newsletters ..................................................................................................................248
       Writing White Papers ...............................................................................................................................248
       Writing Technical Manuals .....................................................................................................................249
   Writing for Internal Personnel .....................................................................................................................250
       Comparing Internal Documents to External Documents ...........................................................250
       Using a Knowledge Base .......................................................................................................................251
       Documenting Incidents ...........................................................................................................................251
   Chapter Review Activities .............................................................................................................................253
       Answer These Questions .......................................................................................................................253
   Answers and Explanations ...........................................................................................................................256
       Define the Key Terms ...............................................................................................................................258
       List the Words Inside Acronyms ..........................................................................................................258
       Create Mind Maps ....................................................................................................................................258
       Case Studies ...............................................................................................................................................258
CHAPTER 8 Training Skills ..................................................................................................................................260
   Chapter Outline ..................................................................................................................................................261
   Objectives ..............................................................................................................................................................261
   Key Terms ..............................................................................................................................................................261
   Effective Training Skills ..................................................................................................................................262
       Attitude ..........................................................................................................................................................263
       Skills and Techniques ..............................................................................................................................265
       Understanding Your Subject Matter ..................................................................................................278
   Steps Involved in Training .............................................................................................................................279
       Understanding How People Learn .....................................................................................................279
       Understanding Why Adults Learn .......................................................................................................280
       Developing a Course ...............................................................................................................................281
       Creating Training Materials ....................................................................................................................286
       Delivering the Training .............................................................................................................................290
   One-on-One Training vs. Group Training ...............................................................................................299
       Training Computer Users .......................................................................................................................299
       Training Help Desk Personnel ..............................................................................................................301
   Chapter Review Activities .............................................................................................................................304
       Answer These Questions .......................................................................................................................304
   Answers and Explanations ...........................................................................................................................307
       Define the Key Terms ...............................................................................................................................308
       List the Words Inside Acronyms ..........................................................................................................309
       Create Mind Maps ....................................................................................................................................309
       Define Other Terms ...................................................................................................................................309
       Case Studies ...............................................................................................................................................309
CHAPTER 9 Business Skills ...............................................................................................................................310
   Chapter Outline ..................................................................................................................................................311
   Objectives ..............................................................................................................................................................311
   Key Terms ..............................................................................................................................................................311
   Reviewing Core Business Skills .................................................................................................................312
       Communicating Effectively in the Business ....................................................................................312
       Writing Skills in the Business ...............................................................................................................313
       Understanding Presentation Skills in the Business .....................................................................314
       Solving Problems in the Business ......................................................................................................316
       Working with Customers ........................................................................................................................318
       Managing Projects in the Business ....................................................................................................318
       Managing Conflict .....................................................................................................................................323
       Maintaining Your Personal Appearance ...........................................................................................325
   Shaping the Business ......................................................................................................................................326
       Creating Vision Statements ...................................................................................................................327
       Creating Mission Statements ...............................................................................................................328
       Identifying Values ......................................................................................................................................329
   Aligning the Business ......................................................................................................................................332
       Governing IT ................................................................................................................................................333
       Comparing a Cost Center to a Profit Center ..................................................................................333
   Understanding ITIL ...........................................................................................................................................334
       Defining an ITIL Service ..........................................................................................................................335
       Tracking Services Through Their Lifecycle ......................................................................................335
       Understanding ITIL Certifications .......................................................................................................336
       Understanding ITIL Is Not All or Nothing .........................................................................................338
       Understanding Service Level Agreements ......................................................................................339
       Using Good Practices .............................................................................................................................340
       Understanding the ITIL Service Desk ................................................................................................341
       Comparing ITIL to ITL .............................................................................................................................341
   Chapter Review Activities .............................................................................................................................343
       Answer These Questions .......................................................................................................................343
   Answers and Explanations ...........................................................................................................................346
       Define the Key Terms ...............................................................................................................................348
       List the Words Inside Acronyms ..........................................................................................................348
       Create Mind Maps ....................................................................................................................................349
       Define Other Terms ...................................................................................................................................349
       Case Studies ...............................................................................................................................................349
CHAPTER 10 Calculating Help Desk Value ................................................................................................350
   Chapter Outline ..................................................................................................................................................351
   Objectives ..............................................................................................................................................................351
   Key Terms ..............................................................................................................................................................351
   Calculating Value with Performance Metrics ......................................................................................352
       Measuring the Performance of Your Help Desk ............................................................................352
       Analyzing Trends .......................................................................................................................................362
       Capturing Statistics with Computer Telephony Integration ......................................................363
       Comparing Intrinsic Motivation to Extrinsic Motivation .............................................................364
   Identifying Help Desk Costs .........................................................................................................................367
       Personnel Costs ........................................................................................................................................368
       Hardware Costs .........................................................................................................................................368
       Software Costs ...........................................................................................................................................368
       Facility Costs ..............................................................................................................................................369
       Overhead Costs .........................................................................................................................................370
       Budgeting .....................................................................................................................................................370
       Calculating Cost per Ticket ...................................................................................................................370
   Creating a Cost Benefit Analysis (CBA) .................................................................................................372
       Comparing Tangibles and Intangibles ...............................................................................................373
An Example CBA .......................................................................................................................................373
       Calculating Return on Investment (ROI) ...........................................................................................377
   Chapter Review Activities .............................................................................................................................379
       Answer These Questions .......................................................................................................................379
   Answers and Explanations ...........................................................................................................................382
       Define the Key Terms ...............................................................................................................................383
       List the Words Inside Acronyms ..........................................................................................................384
       Create Mind Maps ....................................................................................................................................384
       Define Other Terms ...................................................................................................................................384
       Case Studies ...............................................................................................................................................384
APPENDIX ......................................................................................................................................................................386
GLOSSARY .....................................................................................................................................................................388
9780789752406, TOC, 10/7/2014
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