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This book contains proven steps and strategies on how to start out as an IT help desk. It contains information on customer service skills necessary for end user support, troubleshooting, and other useful information. Your customer service skills can be categorized under two categories: call handling and troubleshooting. Remember that you won't be working in customer support. From entry level support you can go up the ranks and become lead support technician, team lead, coach, to help desk manager. May the information in this book help you gain confidence and become comfortable working as an IT help desk technician. Consider it as your introduction to this career path. - Introduction.