Building & Managing a World Class It Help Desk - Couverture souple

Wooten, G. Robert

Couverture souple

ISBN 10 : 007213237X ISBN 13 : 9780072132373

Editeur : McGraw-Hill Professional, 2001

Synopsis

What is a help desk? A help desk is a department within a company that responds to user's technical questions. Most large companies have help desks to answer user questions. Questions and answers can be delivered by telephone, e-mail, BBS or fax. This guide should help readers build, improve or maintain a successful help desk. The resource details a step by step methodology for help desk implementation and continous improvement, including tools, tips and techniques to make the help desk more efficient. The author shows how to select, implement and utilise new technology for help desks such as web based help desks, electronic display boards and call management packages. The guide also gives real life examples that demonstrate the successes and failures involved in creating and maintaining a help desk.

A propos du livre

À propos de l?auteur

Robert Wooten (Yorktown, Virginia) is Manager of Information Technology Services and Operations for a large wholesale distributor with over 9,000 employees. He has over 13 years experience in the IT field and directs a staff of 95 associates offering Systems and Database Administration, Networking, Help Desk, Training and Documentation, Telecommunications, Internet and Intranet services, and Asset Management.

Détails de l'édition

• Éditeur: McGraw-Hill Professional
• Date d'édition: 2001
• Langue: anglais
• ISBN 10: 007213237X
• ISBN 13: 9780072132373
• Reliure: Broché
• Nombre de pages: 583
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible