Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, con

This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workpl

A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches

Designed specifically for a first course in any help desk or user support curriculum, this book introduces readers to the service concepts, skill sets, career p

The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chap