Articles liés à How to Manage the IT Help Desk

How to Manage the IT Help Desk - Couverture souple

Bruton, Noel

 
9780750649018: How to Manage the IT Help Desk
Couverture souple
ISBN 10 : 0750649011 ISBN 13 : 9780750649018
Editeur : Routledge, 2002

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 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

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l'auteur

Noel Bruton is an independent consultant and trainer with a global business reputation. His experience is sought by commercial and public service organizations, conferences, press and broadcast media around the world. He has been in IT since 1979 and advising corporations on improving IT support methods since 1991. He writes with knowledge, pragmatism and infectious enthusiasm. Visit his Website for helpdesk and call-center service managers at http://www.noelbruton.com

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Routledge
Date d'édition
2002
Langue
anglais
ISBN 10 
0750649011
ISBN 13 
9780750649018
Reliure
Broché
Numéro d'édition
2
Nombre de pages
372
Coordonnées du fabricant
BOOKS etc..
cs@booksetc.co.uk

BOOKS etc.
Aldershot
Royaume-Uni
Personne responsable
non disponible