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Susan M. Sanderson
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Introduction to Help Desk Concepts and Skills 1st Edition

by Susan Sanderson (Author)
4.0 4.0 out of 5 stars 17 ratings
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"Introduction to Help Desk Skills and Concepts" is designed to teach students: the importance and benefits of measuring the delivery of customer support; how to create positive interactions with customers; how to identify customer needs; how to meet customer expectations; how to deal effectively with a variety of customer situations; how to work with unrealistic or angry customers; how to gain satisfied customers through better listening; and how to use basic tools and technologies used in the customer support industry.
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  1. ISBN-10
    007821677X
  2. ISBN-13
    978-0078216770
  3. Edition
    1st
  4. Publisher
    McGraw-Hill/Irwin
  5. Publication date
    September 17, 2003
  6. Language
    English
  7. Dimensions
    8.25 x 0.75 x 10.5 inches
  8. Print length
    464 pages
  9. See all details
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Editorial Reviews

From the Back Cover

Essential IT Skills for On-the-Job Success

Mike Meyers, one of the premier computer and network skills trainers, has developed a learning system designed to teach key IT principles in an easy-to-understand style that will prepare you for an IT career. His proven ability to explain concepts in a clear, direct way makes these books interesting, motivational, and fun.

Inside this book, you will learn to:

  • Identify the components of a successful help desk
  • Understand the six steps required to process a call
  • Accurately document calls
  • Determine the root cause of a problem and evaluate possible solutions
  • Understand how computer telephony integration (CTI) functions
  • Use performance management methods
  • Integrate asset management and security policies with technical support
  • Learn effective communication skills to deal with a variety of situations and users

    CD-ROM features:

    • Learning edition of HelpSTAR software for hands-on experience with Help Desk best practices
    • Audio recordings of sample Help Desk calls that demonstrate communication techniques

      Each chapter includes:

      • Learning Objectives
      • Reading Check Exercises and Sample Scripts
      • Chapter Summaries and Key Term Lists
      • End-of-Chapter Quizzes, Projects, and Case Studies
      • Skill Focus Sidebars Featuring Help Desk Trends, Careers, and Concepts

About the Author

Susan M. Sanderson, Senior Technical Writer for Chestnut Hill Enterprises, Inc., is the author of the best-selling textbook, Computers in the Medical Office, 7th edition, and is now the author of Practice Management and EHR: The Total Patient Encounter for Medisoft Clinical. She also authored Electronic Health Records for Allied Health Professions, Case Studies for Use with Computers in the Medical Office, and Patient Billing. In her more than ten years' experience with Medisoft, and now Medisoft Clinical, Susan has participated in alpha and beta testing, has worked with instructors to site test materials, and has provided technical support to McGraw-Hill customers. In 2009 Susan earned CPEHR (Certified Professional in Electronic Health Records) certification. In addition, she is a member of the Health Information and Management Systems Society (HIMSS). Susan is a graduate of Drew University with further study at Columbia University.

Product details

  • Publisher ‏ : ‎ McGraw-Hill/Irwin; 1st edition (September 17, 2003)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 464 pages
  • ISBN-10 ‏ : ‎ 007821677X
  • ISBN-13 ‏ : ‎ 978-0078216770
  • Item Weight ‏ : ‎ 1.75 pounds
  • Dimensions ‏ : ‎ 8.25 x 0.75 x 10.5 inches
  • Customer Reviews:
    4.0 4.0 out of 5 stars 17 ratings

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Susan M. Sanderson

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Customer reviews

4 out of 5 stars
4 out of 5
17 global ratings

Top reviews from the United States

TainoPR
5.0 out of 5 stars Great book for implementing Help Desk Skills
Reviewed in the United States on March 12, 2012
Verified Purchase
The book is designed to give you the basic skills and understanding of the Help Desk. It is full of exercises to help the user in the performance of their duties. The book guides you with key concepts and exercises that gives the user a hands on approach in an actual help desk environment. Thank you.
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Lady ReadsaLot
5.0 out of 5 stars Easy to follow, useful advice
Reviewed in the United States on April 12, 2013
I originally purchased this book for my son. It was required for a class he is taking in college. My son is a tech geek. He is also a 20 year old with a learning disability that makes it a little harder for him to read. this book was well written, easy to follow, and helped him develop the skills he will need to work with customers in the future. the emphasis on listening and asking the right questions is vital.

Additionally, I work in the tech department of an educational institution. After a department discussion about the importance of good help desk skills I brought this book in to the office. As tech geeks my coworkers and I sometimes have a hard time when it is our turn to be "on the desk." This is not surprising---the kind of skill that make for a good technician do not always translate into the proper demeanor for someone answering the phone calls of basic level users. I have just purchased an additional copy of this book to use in training our new hires.

Please note, this book is suppose to come with a CD. Not all used copies seem to come with a CD---I made the mistake of trying to save money the first time i ordered this by getting the used. It cost me more in the end as I had to pay for fast shipping to get a "new" copy here in time for the start of my son's class.
2 people found this helpful
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Jocko
4.0 out of 5 stars Four Stars
Reviewed in the United States on August 5, 2016
Verified Purchase
Good introduction for those who want to enter the tech field. Bought this for my granddaughter.
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Jonathan White
3.0 out of 5 stars Good for basic HD concepts
Reviewed in the United States on February 22, 2014
Verified Purchase
The book is pretty good, and it covers good things like phone skills and what not. however, the book was written in 2004, so some of the technological things listed are a little outdated by today's standards. I don't think the demand is super high for these type of books, so I am not sure if they will make an updated version!
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Michael J Woznicki
5.0 out of 5 stars If you run a helpdesk then you need this for your employees.
Reviewed in the United States on November 21, 2003
One of the hardest things to learn in the IT industry is how to deal with customers. Learning good skills is often an ongoing process. Learning how to communicate ideas and concepts can often be very difficult.
Having run 2 help desks I know that good agents are hard to find. Susan Sanderson has put together one of the few book on help desk that take it from the beginning and give you information that will help in everyday life. I have already found several things in here that I can use in the classes I teach as well as the customers I visit.
There are 10 chapters and each one builds on each other. You have practice labs and even review questions. This book can be used as a self paced course or in the formal classroom setting.
One of the things I liked best was the cd that is included; this cd has Help Desk Software included for practice. The big plus of the cd is the sample recording of actual calls so that you can hear what the customers is saying and learn several techniques for communicating and listening.
Overall this book is very helpful and seems to have just about everything included.
7 people found this helpful
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Wayne Mentrup
1.0 out of 5 stars Not Worth the look.
Reviewed in the United States on October 23, 2009
Verified Purchase
Simply put, I am very disappointed in the content of this book. DON'T Waste Your Money or Time.
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Amazon Customer
5.0 out of 5 stars Practical Help Desk implementation
Reviewed in the United States on October 15, 2003
This Book is ideally suited to those looking for guidance on the concepts and skills required for the setup and implementation of a World Class Help Desk.
Along the way, you get in-depth analysis and exercises, giving you a balanced insight into the way a Help Desk should be set up, and operated, providing both the End-Users, and Employees of the Help Desk with the best of both worlds.
Also, there are numerous examples of ways to both run the help desk itself, and the management of it's personnel, but particularly useful are the audio examples of a number of typical situations the Help Desk Staff can find themselves dealing with.
The book wraps up with a useful simulation including help desk software to give you hands-on practice in solving problems.
7 people found this helpful
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Amazon Customer
5.0 out of 5 stars Good Content and Relevant Information
Reviewed in the United States on October 21, 2003
I'm in the process of setting up a 10 person help desk. I found this book thorough and comperehensive in introducing me to many of the concepts required to plan, set up, and run a help desk. The enclosed software (HelpSTAR) and exercises as well as help desk simulation are well thought out.
The book is positioned as a college-level text, but I found it practical for my own self learning.
6 people found this helpful
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