Help Desk Practitioner's Handbook Author:Barbara Czegel Your complete guide to surviving and thriving as a Help Desk practitioner — Help Desk Practitioner's Handbook — The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. ... more »Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter.« less