This textbook is intended for students studying for AS degrees in computer information systems or information technology, or for secondary programs teaching voc

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

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

The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful supp

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