January 2025
Intermediate to advanced
341 pages
9h 21m
English
book
Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide
by Mark Smith, David Bayne, John Pickard
Content preview from Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide
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Chapter 1
Help Desk
This chapter covers the following topics:
The IT Support Technician: This section explores the role of the IT support technician in the organization.
Customer Service Communication Skills: This section describes various key customer service communication skills for IT support technicians.
Time Management: This section details the importance of effective time management in help desk operations.
Help Desk Queue Management: This section describes the benefits and steps of the queue management triage process and common queue management technologies.
Service-Level Agreement: This section describes key service-level agreements used in the help desk.
Key Performance Indicators: This section describes key performance indicators ...