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 ...
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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
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Add this copy of How to Manage the It Help Desk, Second Edition to cart. $6.47, good condition, Sold by HPB-Red rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2002 by Butterworth-Heinemann.
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Add this copy of How to Manage the It Help Desk to cart. $19.33, good condition, Sold by Anybook rated 4.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 2002 by Butterworth-Heinemann.
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This is an ex-library book and may have the usual library/used-book markings inside. This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 850grams, ISBN: 0750649011.
Add this copy of How to Manage the It Help Desk: a Guide for User to cart. $20.53, good condition, Sold by Anybook rated 4.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 2002 by Butterworth-Heinemann.
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This is an ex-library book and may have the usual library/used-book markings inside. This book has soft covers. Clean from markings. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 800grams, ISBN: 0750649011.
Add this copy of How to Manage the It Help Desk, 2nd Edition to cart. $35.68, new condition, Sold by discount_scientific_books rated 4.0 out of 5 stars, ships from Sterling Heights, MI, UNITED STATES, published 2002 by Routledge.
Add this copy of How to Manage the It Helpdesk; 2 /E to cart. $36.15, new condition, Sold by Basi6 International rated 5.0 out of 5 stars, ships from Irving, TX, UNITED STATES, published 2002 by Routledge.
Add this copy of How to Manage the It Help Desk, Second Edition to cart. $60.29, new condition, Sold by GridFreed rated 4.0 out of 5 stars, ships from North Las Vegas, NV, UNITED STATES, published 2002 by Butterworth-Heinemann.
Add this copy of How to Manage the It Help Desk to cart. $89.19, new condition, Sold by Ingram Customer Returns Center rated 5.0 out of 5 stars, ships from NV, USA, published 2002 by Routledge.
