April 2018
Beginner
992 pages
23h 11m
English
Content preview from Networking All-in-One For Dummies, 7th Edition
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Chapter 4
Managing the Help Desk
IN THIS CHAPTER
Considering what a help desk should do
Looking at support tickets
Seeing how users communicate with the help desk
Building a self-service portal
Using a commercial help-desk solution
A few years ago, I helped purchase and configure a cloud-based gadget that displays company information on a large-screen TV located in the office’s main lobby. It took a bit of fiddling to get it figured out, but when we did, it turned out to be a great solution for the problem at hand.
We recently needed to expand to a second large-screen TV that would display the exact same information on a second screen. So I purchased another one of the same gadgets and spent most of an entire morning trying to figure out how to get it integrated into our account. Finally, in exasperation, I called the vendor’s help desk for support. They politely asked if I had read the instructions, which I hadn’t, and then gently guided me through the super-simple two-step process. ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.