Effective Help Desk Specialist Skills, 1st edition

Published by Pearson IT Certification (October 27, 2014) © 2015

  • Darril Gibson
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This is today's most complete, practical, and up-to-date guide to succeeding as a help desk professional. Leading technology instructor and consultant Darril Gibson thoroughly explains each of today's help desk support roles, and fully covers all essential skill sets, both technical and personal. Reflecting his extensive classroom and field experience, he presents exceptionally clear and relevant objectives and summaries, backed with realistic case studies, hands-on projects, exercises, and multiple-choice review questions.

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 .....................................................................................................................

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