Hands-on Chapter 7

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Hands-on Chapter 7

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1. Automated ticket management: The help desk solution should fully support all existing support process with rule based triggers, notifications and view.

2. Reporting: Managers and agents should be able to easily run reports and use advanced analytics to better customer satisfaction, performance and ticket resolution.

3. Customization: The internet requires web-based solutions to be fully customizable to conform to company standards.

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For my professional growth plan I would like to increase my computer hardware and software knowledge so I can answer more questions about how to fix problems with software or hardware problems. I feel like this would be necessary because there are a ton of people that have computer problems so have more knowledge about this would make me more able to help them. I could also increase my help desk/user support abilities by being able to be the perfect user support specialist. I can strengthen this skill by dealing with more people that need questions answered and being more involved with the person who is needing help. Some certificates that would be useful to me are computer user support specialist certificate, A+ hardware/software certificate, and also computer security certificate these certificates are all needed for being a more valuable employee. I asked a few classmates about my growth plan and they told me that the more I practice and deal with users/computer hardware and software/computer security the more I will learn and become a better IT professional through practice and receiving more hands on training.

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http://www.careerbuilder.com/jobseeker/jobs/jobdetails.aspx?APath=2.21.0.0.0&job_did=JHT335625HVVTVJL997&showNewJDP=yes&IPath=JRKV0A

If I was trying to make a User support specialist ad I would make sure it had, who I was trying to hire, the requirements…...

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