Effective Help Desk Specialist Skills

Darril Gibson is the CEO of YCDA, LLC (short for You Can Do Anything). He regularly writes and consults on a wide variety of technical and security topics and holds several certifications including MCSE, MCDBA, MCSD, MCITP, ITIL v3, Security+, and CISSP. He has authored or coauthored more than 30 books including the best-selling Security+: Get Certified, Get Ahead series. Darril regularly blogs at http://blogs.getcertifiedgetahead.com/.

• INTRODUCTION ................................................................................................................................................................1Organization of the Text ......................................................................................................................................1Key Pedagogical Features .................................................................................................................................2A Brief Word on Mind Mapping .......................................................................................................................3Conclusion .................................................................................................................................................................5CHAPTER 1 Introduction to Help Desk Support Roles ..............................................................................6Chapter Outline .......................................................................................................................................................7Objectives ...................................................................................................................................................................7Key Terms ...................................................................................................................................................................7Understanding the Support Center ...............................................................................................................8A Little History .................................................................................................................................................8The Evolution of the Support Center ......................................................................................................9Understanding an Incident and Incident Management .................................................................10The Role of the Support Center .............................................................................................................10IT Tiers within an Organization ...............................................................................................................12The Role of the Help Desk Professional ...................................................................................................14First Line of Support for Users ...............................................................................................................14Assessing Problems and Identifying Solutions ................................................................................14Recognizing Required Skillsets ..............................................................................................................15Understanding Users ..........................................................................................................................................19User Categories ............................................................................................................................................19Services Provided to Users ......................................................................................................................21Typical Incident Process ...................................................................................................................................23Steps in a Typical Incident Process ......................................................................................................23Tracking Incidents ........................................................................................................................................31Taking Ownership of Incidents ................................................................................................................33Chapter Review Activities ................................................................................................................................35Answer These Questions ..........................................................................................................................35Answers and Explanations ..............................................................................................................................38Define the Key Terms ..................................................................................................................................40List the Words Inside Acronyms .............................................................................................................40Create Mind Maps .......................................................................................................................................41Define Other Terms ......................................................................................................................................41Case Studies ..................................................................................................................................................41CHAPTER 2 Communication Skills .....................................................................................................................42Chapter Outline .....................................................................................................................................................43Objectives .................................................................................................................................................................43Key Terms .................................................................................................................................................................43Elements of Communication ..........................................................................................................................44Verbal versus Non-Verbal Skills ..............................................................................................................45Effective Questioning Skills ......................................................................................................................50Active Listening Skills .................................................................................................................................52Methods to Improve Customer Interactions ......................................................................................54Recognizing Communication Barriers .......................................................................................................59Filters ................................................................................................................................................................60Previous Contact ..........................................................................................................................................62Cultural Sensitivity .......................................................................................................................................63Comparing Different Communication Methods ....................................................................................64In-Person .........................................................................................................................................................64Telephone ........................................................................................................................................................64Text-Only Communications ......................................................................................................................65Handling Difficult Situations............................................................................................................................66Expect the Best ............................................................................................................................................67Common Situations .....................................................................................................................................68Handling Conflict ..........................................................................................................................................70Defusing Incidents .......................................................................................................................................71When to Escalate .........................................................................................................................................71Chapter Review Activities ................................................................................................................................73Answer These Questions ..........................................................................................................................73Answers and Explanations ..............................................................................................................................76Define the Key Terms ..................................................................................................................................78List the Words Inside Acronyms .............................................................................................................78Create Mind Maps .......................................................................................................................................78Case Studies ..................................................................................................................................................79CHAPTER 3 Personal Skills ...................................................................................................................................80Chapter Outline .....................................................................................................................................................81Objectives .................................................................................................................................................................81Key Terms .................................................................................................................................................................81Recognizing the Value of Attitude ................................................................................................................82Positive Attitude ............................................................................................................................................82Attitude versus Aptitude ............................................................................................................................84Service Attitude .............................................................................................................................................86Problem Ownership .....................................................................................................................................87Managing Stress ...................................................................................................................................................88Distress vs. Eustress ...................................................................................................................................89Stress and Adrenaline ................................................................................................................................90General Adaptation Syndrome ................................................................................................................91Effects of Distress ........................................................................................................................................92Recognizing Burnout ..................................................................................................................................93Identifying Stressors ...................................................................................................................................97Managing Stress ...........................................................................................................................................98Managing Your Time ...........................................................................................................................................99Document, Document, Document ......................................................................................................100Manage Priorities ......................................................................................................................................100Give Yourself More Time ........................................................................................................................102Managing Your Career ....................................................................................................................................102Career Paths ...............................................................................................................................................103Certifications ...............................................................................................................................................104Chapter Review Activities .............................................................................................................................107Answer These Questions .......................................................................................................................107Answers and Explanations ...........................................................................................................................110Define the Key Terms ...............................................................................................................................112Create Mind Maps ....................................................................................................................................112Case Studies ...............................................................................................................................................112CHAPTER 4 Technical Skills ...............................................................................................................................114Chapter Outline ..................................................................................................................................................115Objectives ..............................................................................................................................................................115Key Terms ..............................................................................................................................................................115Working with Personal Computers ...........................................................................................................116Reviewing PC Hardware .........................................................................................................................116Understanding Firmware ........................................................................................................................127Understanding PC Operating Systems ............................................................................................129Supporting Software Applications ......................................................................................................131Working with Networks ..................................................................................................................................131Introducing Protocols ..............................................................................................................................132Understanding Common Network Components ..........................................................................133Working with Mobile Devices ......................................................................................................................141Comparing Operating Systems ...........................................................................................................142Comparing App Stores ...........................................................................................................................143Configuring Email ......................................................................................................................................143Implementing Security on Mobile Devices ......................................................................................144Comparing Landscape Modes to Portrait Modes ........................................................................145Understanding the Product ..........................................................................................................................146Getting Certified ........................................................................................................................................146Continuous Learning ................................................................................................................................149Chapter Review Activities .............................................................................................................................150Answer These Questions .......................................................................................................................150Answers and Explanations ...........................................................................................................................153Define the Key Terms ...............................................................................................................................155List the Words Inside Acronyms ..........................................................................................................155Create Mind Maps ....................................................................................................................................156Define Other Terms ...................................................................................................................................156Case Studies ...............................................................................................................................................156CHAPTER 5 Security Skills .................................................................................................................................158Chapter Outline ..................................................................................................................................................159Objectives ..............................................................................................................................................................159Key Terms ..............................................................................................................................................................159Protecting IT Resources ................................................................................................................................160Introducing the Security Triad ..............................................................................................................161Protecting Confidentiality .......................................................................................................................161Protecting Integrity ...................................................................................................................................163Protecting Availability ..............................................................................................................................164Understanding Malware .................................................................................................................................165Replicating Malware .................................................................................................................................169Recognizing Malware Symptoms .......................................................................................................171Protecting Against Malware ..................................................................................................................172Removing Malware ...................................................................................................................................173Managing Risk ....................................................................................................................................................173Recognizing Threats ................................................................................................................................176Identifying Vulnerabilities ........................................................................................................................184Implementing Security Controls ..........................................................................................................185Chapter Review Activities .............................................................................................................................187Answer These Questions .......................................................................................................................187Answers and Explanations ...........................................................................................................................190Define the Key Terms ...............................................................................................................................192List the Words Inside Acronyms ..........................................................................................................192Create Mind Maps ....................................................................................................................................193Define Other Terms ...................................................................................................................................193Case Studies ...............................................................................................................................................193CHAPTER 6 Troubleshooting Skills ................................................................................................................194Chapter Outline ..................................................................................................................................................195Objectives ..............................................................................................................................................................195Key Terms .....................................................................................................................