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