Introduction to Help Desk Concepts and Skills
by Susan Sanderson

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Book Reviews of Introduction to Help Desk Concepts and Skills

Book Review: If you run a helpdesk then you need this for your employees.
Summary: 5 Stars

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.

Summary of Introduction to Help Desk Concepts and Skills

Operations Research Books

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• Computers & Technology > Business & Culture > Technical Support
• Certification
• Microsoft
• Networking > Networks, Protocols & APIs