HOW TO MANAGE THE IT HELP DESK by Noel Bruton ( 9780750649018 )

Item Details

Title:

HOW TO MANAGE THE IT HELP DESK
A GUIDE FOR USER SUPPORT AND CALL CENTER

By:

Noel Bruton

Format:

Paperback

List price:

£74.99

Our price:

£67.49

Discount:

10% off

You save:

£7.50

ISBN 10:

0750649011

ISBN 13:

9780750649018

Availability:

Usually dispatched within 1-3 weeks.

Delivery rates

Stock:

Currently 0 available

Publisher:

TAYLOR & FRANCIS LTD

Pub. date:

8 April, 2002

Edition:

2nd Revised edition

Series:

Computer Weekly Professional

Pages:

372

Description:

Are you overworked, unappreciated and under-resourced? This book offers tools for measuring productivity and features ten steps for successful support, while User Support successes and failures are revealed in case studies. It also gives you techniques for justifying staff and other expenditure; gaining senior management support; and more.

Synopsis:

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 support In 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

Illustrations:

Illustrations

Publication:

Imprint:

Butterworth-Heinemann Ltd

Returns:

Returnable

Some other items by this author:

EFFECTIVE USER SUPPORT (PB)

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MANAGING THE IT SERVICES PROCESS (PB)