Help Desk Technology, Tools and Techniques

Students learn to use help desk tools through hands-on projects using current help desk software. It includes an academic-version of a help desk software package with each textbook. Students log, track, and escalate calls, resolve problems using a knowledge base, generate reports, and more. The Instructor's Resource Kit helps instructors prepare for class with lecture notes, answers to homework problems, Course Test Manager software, a testbank, amongst other things.