MCDST: Microsoft Certified Desktop Support Technician Study Guide

MCDST: Microsoft Certified Desktop Support Technician Study Guide
Author: Bill Ferguson
Publisher: John Wiley & Sons
Total Pages: 630
Release: 2006-07-05
Genre: Study Aids
ISBN: 0470043628
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If you're seeking MCDST certification, here's the book you need to prepare for Exam 70-271, Supporting Users and Troubleshooting a Microsoft XP Operating System, and Exam 70-272, Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System. This revised and updated Deluxe Edition features over 200 pages of new content-including the very latest updates to the exams as well as case studies-and provides complete instruction to meet the exacting requirements of each exam. Prepare for your certification and career with this two-in-one, value-packed guide. Inside you'll find: Practical information on how to analyze problems and provide support to end users Hundreds of challenging review questions Bonus CD loaded with exam prep software, four bonus exams, Sybex test engine, and 300 electronic flashcards Authoritative coverage of all exam objectives, including: Exam 70-271 Installing a Windows Desktop Operating System Managing and Troubleshooting Access to Resources Configuring and Troubleshooting Hardware Devices and Drivers Configuring and Troubleshooting the Desktop and User Environments Troubleshooting Network Protocols and Services Exam 70-272 Configuring and Troubleshooting Applications Resolving Issues Related to Usability Resolving Issues Related to Application Customization Configuring and Troubleshooting Connectivity for Applications Configuring Application Security SYBEX TEST ENGINE: Test your knowledge with advanced testing software. Includes all chapter review questions plus bonus exams. ELECTRONIC FLASHCARDS: Reinforce your understanding with flashcards that can run on your PC, Pocket PC, or Palm device. Also on the CD you'll find the entire book in searchable and printable PDF. Study anywhere, any time, and approach the exam with confidence. Visit www.sybex.com for all of your Microsoft certification needs Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

In a Perfect World, a Survival Guide for the Help Desk Technician

In a Perfect World, a Survival Guide for the Help Desk Technician
Author: D Russell Steffy
Publisher: Createspace Independent Publishing Platform
Total Pages: 0
Release: 2011
Genre:
ISBN: 9781466266940
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It didn't take long on my first job as a Help Desk Technician to realize why a lot of folks don't want to pursue this career path. This type of work isn't for everyone. Let's face it, nobody wants to constantly deal with unhappy users, and where "bug", "fix" and "workaround" are the three most used terms on a daily basis. But it doesn't have to be that way. Yes it's hard work to change that all-to-common scenario, but the payoffs can be tremendous. My career has spanned across many organizations and over twenty five years where I've had to completely restructure the concept of the Help Desk. In every case, customer satisfaction increased at least several fold, call volume was reduced by as much as seventy percent, and the moral boost virtually immeasurable. All of a sudden, Help Desk Techs were asked for by name, holiday cards were received in the mail, and even unsolicited testimonials were received by executive management complimenting the excellent support and service. Here is my "professional biography", a template for achieving a successful Help Desk and Technical Support environment. An all-inclusive guide for the Help Desk or Technical Support Professional, "In A Perfect World, A Survival Guide for the Help Desk Technician" offers a light-hearted approach to techniques for problem solving, how to handle users of varying skill levels and demeanor, company politics (yours and theirs), and much more. "In A Perfect World" includes tips for broadening time management and organizational skills with emphasis on common sense. The Help Desk is often the first impression a prospective client will experience, and it is imperative all issues be resolved with expedience and professionalism. "In A Perfect World" is a powerful reference tool ideal for Help Desk Technicians on the frontline, Department Managers, on up to Executive Management. "In a Perfect World" is also great for novice and intermediate users offering valuable information suitable for sharpening their computer related skill set.

Effective Help Desk Specialist Skills

Effective Help Desk Specialist Skills
Author: Darril Gibson
Publisher: Pearson IT Certification
Total Pages: 450
Release: 2014-10-27
Genre: Computers
ISBN: 0133571858
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All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together

Help Desk Technician

Help Desk Technician
Author: National Learning Corporation
Publisher: National Learning Corporation
Total Pages: 268
Release: 2020
Genre: Study Aids
ISBN: 9781731840981
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The Help Desk Technician Passbook(R) prepares you for your test by allowing you to take practice exams in the subjects you need to study. It provides hundreds of questions and answers in the areas that will likely be covered on your upcoming exam, including but not limited to: logical reasoning and interpreting instructions for computer-related positions; working effectively with others; user support and training; and more.

Help Desk 95 Success Secrets

Help Desk 95 Success Secrets
Author: Anthony Montoya
Publisher: Emerge Publishing Group Llc
Total Pages: 90
Release: 2013-06
Genre: Business & Economics
ISBN: 9781488514852
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There has never been a Help Desk manual like this. Help Desk 95 Success Secrets is not about the ins and outs of Help Desk. Instead, it answers the top 95 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This guidebook is also not about Help Desk best practice and standards details. Instead it introduces everything you want to know to be successful with Help Desk. A quick look inside of the subjects covered: The Basics About the Online Help Desk, The Help Desk (Service Desk), Thank God for Help Desk Tech Support, The Guide to Being an Expert Help Desk Technical Support Specialist, Gain Entry to the IT World Through The Entry Level Junior Level Help Desk Support Position, Help Desk Engineer - A Career Worth Eyeing For, The Benefits of Free Help Desk Support Software, Help Desk Computer Operations Officers - Working Their Way in Securing Company Premises, What You Need To Know About Help Desk Associate And Project Manager Technical Support, Common features across most Help Desk tools, Computer Call Center Help Desk, The Downside of Working as a Help Desk Assistant, Selection process for Help Desk tools, Role of IT Help Desk Clerk, The Importance Of Hiring and Training Help Desk Agents, Let the Help Desk Support Consultant/Analyst do the Work, What IT help desk software covers?, When To Get Web Help Desk Software Systems for Your Help Desk, Help Desk - Exceeding Customer Expectations, What Does It Take to Become A Supervisor Analyst Help Desk Operations Trucking Logistics, Top 5 Help Desk Best Practices, Why IT Organizations Should Invest in Computer Help Desk Software, What Kind of Service Should I Expect From The Dell Help Desk?, How Does a Help Desk PC Computer Call Center Handle Angry Callers?, Customer Service Help Desk - Pointers to Delivering World Class Customer Service, Techniques on How to Handle Computer Help Desk Issues, Do I qualify as a call center help desk agent?, Reasons Why You Need Help Desk Application In Your Company, Defining Help Desk Customer Service, Role of the Help Desk Desktop 3rd Level, Work of an Entry Level Help Desk, Requirements to Become a Computer Help Desk Technician, Relieving Pc Help Desk Support Staff Of Stress, What is a Computer Operator Help Desk?, Technical Support Help Desk - Troubleshooting Internet Connection Issues, Tips on How to be a Successful Help Desk Specialist, Responsibilities of a Help Desk Manager, Do I Qualify as a Help Desk Administrator?, and much more...

A Guide to Computer User Support for Help Desk and Support Specialists

A Guide to Computer User Support for Help Desk and Support Specialists
Author: Fred Beisse
Publisher: Cengage Learning
Total Pages: 250
Release: 2012-03-01
Genre: Computer programming
ISBN: 9781133188605
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Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition. This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position.Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows® 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process.Leading professional software HelpSTAR® and Microsoft® Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition to reinforce the knowledge and skills your students need for success in today's user-support positions.

Help Desk Technician

Help Desk Technician
Author: National Learning Corporation
Publisher: Career Examination Passbooks
Total Pages: 0
Release: 2008
Genre: Study Aids
ISBN: 9780837340982
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The Help Desk Technician Passbook(R) prepares you for your test by allowing you to take practice exams in the subjects you need to study. It provides hundreds of questions and answers in the areas that will likely be covered on your upcoming exam, including but not limited to: logical reasoning and interpreting instructions for computer-related positions; working effectively with others; user support and training; and more.

Running an Effective Help Desk

Running an Effective Help Desk
Author: Barbara Czegel
Publisher: Wiley
Total Pages: 394
Release: 1998-03-27
Genre: Computers
ISBN: 9780471248163
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Helpdesk Management in Ihrer Firma - im Zeitalter der Intranets noch telefonbasiert? Wie Sie auf dem Gebiet der technischen Unterstützung der Angestellten auf die enormen Ressourcen des Web zurückgreifen können, zeigt Ihnen die Autorin dieses jetzt umfassend aktualisierten Klassikers. Mit vielen anwendungsbereiten Word- und HTML-Templates. (04/98)

Help Desk Technician, Complete Certification Kit Book

Help Desk Technician, Complete Certification Kit Book
Author: Ivanka Menken
Publisher: Eloquent Books
Total Pages: 154
Release: 2011
Genre: Business & Economics
ISBN: 9781743047866
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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 eLearn 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. About studying with The Art of Service: Earn your certification on your terms. Whether you choose to learn online or classroom based, you can count on a challenging curriculum and a supportive learning environment. Quality is what you expect. You'll get it-and a whole lot more. Your Education is Top of Mind: As a working student, we know that you're juggling the demands of family and work. So, you'll study online at your own pace. From the day you enroll, you'll see that it's all about you. From your initial direct needs to passing your certification - we help you every step of the way. In addition, you'll enjoy innovative technology. By accessing the online learning system, your book and tests, you'll be learning from techniques that The Art of Service pioneered. An Innovative Approach: Be part of an institution that has grown from an upstart in 1999 to becoming today's leading eLearning provider for IT Professionals. Students study from more than 200 countries. Because you'll be learning from trainers who have real-world experience, you'll be able to apply what you learn in class one day to your job, the next. With learning streams at all levels, you'll have choices and room to grow.

PC Desktop Technician, Desktop Support Specialist, It Service Desk Technician, Help Desk Analyst: Just in Time Revision Guide for Success at Any Ict S

PC Desktop Technician, Desktop Support Specialist, It Service Desk Technician, Help Desk Analyst: Just in Time Revision Guide for Success at Any Ict S
Author: Kumar
Publisher: Independently Published
Total Pages: 108
Release: 2016-12-03
Genre: Computers
ISBN: 9781519068446
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It's for these job interviews: IT Support Specialist IT Service Desk Technician PC Support/Technical Support/IT Support IT Service Desk Technician Desktop Support Specialist Why this book: It will help you to convey powerful and useful information about various aspects of IT Support Specialist job to the employer successfully. It gives readers the most important practical job related information for supporting various aspects of ICT (Information & Communication Technology): ICT infrastructure Support (e.g. desktops, laptops, printers, scanners, connectivity, software, e-mail, etc.) Desktop Support (hardware, software, OS, peripherals) Troubleshooting PC hardware and software problems Non Technical/ Personal/ HR interview Try to be in parking lot an hour before the interview and use this time to read over this E-book. It has been well written to make it a very quick read. Practicing with this interview questions and answers in the mirror will help with your replies to questions and pass with flying colors. It also covers non-technical, HR and Personnel questions in brief. Good Luck, Kumar