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 .