Help finding a book for Help Desk/Desktop Support

fontenjj

Hey everyone. I am relatively new to the It world and I wanted to know if anyone can recommend me a book to help me with a Help Desk/Desk Support role. I really do not have much experience except for volunteer work at my local church pretty much maintaining the computers, making sure nothing goes terribly wrong. I have recently got the 3 entry level CompTIA certs (A+, Net+, Sec+). I know that the entry level jobs in IT are Help Desk related and I would like to read a book to help me get comfortable and understand what exactly to do and how to do it. Thanks everyone.

Qord

What to do and how to do it can vary quite a lot from company to company. Unfortunately, I don't think there's really any one answer to this.

While it's not technical at all, this book is pretty good:
A Guide to Computer User Support for Help Desk and Support Specialists: Fred Beisse: 9780495806493: Amazon.com: Books
Covers a lot of things like technical writing, how to ask questions, and general customer service.

rowelld

In addition to the resource Qord provided, visit other sites such as the Microsoft TechNet forums, Spiceworks discussion forums, etc. You'll see what kind of issues other IT professionals are running into.

A big part of Help Desk is communication. You can be the smartest technical person in the group but if you lack communication skills no one will want to work with you. Customer service is the other important piece. Always be wanting to help the customer (the end user) fix their issue without showing them your frustration for how "dumb" they may be.

fontenjj

Thanks for the help/advice so far. While I believe my customer service ability is up to par, I fear that I may lack the "trouble shooting" part of the role. I want to make sure that when I start my job, I wont seem so inadequate. Any book that might help me with that possibly or will the book that was mentioned above help with that? I have the A+ book by Mike Myers, but I don't think that is exactly what I am looking for. Thanks

krjay

The HDI videos on cbtnuggets might interest you.

Params7

A+ is the Tech Helpdesk Certification. So A+ book