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How to Manage the IT Help Desk

By Noel Bruton

How to Manage the IT Help Desk

Only 1 item left in stock
Description
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies.This book gives you techniques for:*Justifying staff and other expenditure* Gaining senior management support* Getting the users on your side* Running a motivated and productive team* Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk* E-Support and the Internet* Contrasting the Call Center and the Helpdesk* first, second and third line support* Operational Level Agreements* Strategies for backlog management* Telephone technologies in user supportIn addition there is:* A new Template for a Service Level Agreement* An Improved cost justification model for the Internal Helpdesk* A New cost justification model for the External Helpdesk
Product details
Binding:
Paperback
Edition:
2
Number of Pages:
372
Release Date:
2002-04-08
Publication Date:
2002-04-08
Publisher:
Routledge
Languages:
Original: English
ISBN10:
0750649011
ISBN13:
9780750649018
GPSR Manufacturer Reference:
[email protected]
Weight:
719 g
Height:
189 cm
Width:
246 cm
Thickness:
20 cm
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The items bear minimal signs of past use, such as light scratches or memories in the form of markings. These signs of wear give the items a charming character and tell stories of their previous owners, while not affecting their functionality.
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