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

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

Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume

A Guide to Service Desk Concepts: Service Desk and the IT Infrastructure Library, 3e, International Edition discusses the different types of help desks that exi

The second edition of Donna Knapp's highly successful first edition introduces service concepts, skill sets, career paths, and operations of the help desk indus