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Effective Help Desk Specialist Skills by Darril Gibson

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Chapter 3. Personal Skills

Personal skills refer to an individual’s ability to manage different situations and themselves. People with fine-tuned personal skills are able to interact with others with a positive attitude while also doing what’s necessary to maintain their health and advance in their careers. This chapter discusses personal skills in four major sections:

Image The first section, “Recognizing the Value of Attitude,” stresses the importance of maintaining a positive attitude as a help desk professional. Frequently, help desk professionals are the primary individuals that customers interact with and these customers often make a judgment ...

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