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