How to Manage the IT Help Desk - A Guide for User Support and Call Center (Paperback, 2nd edition)

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
New topics include:
- Lines of support
- The rise of the call center
- Knowledge bases
- The Intranet
- The Internet
- The external helpdesk
- Backlog management
- Industry standards
- Calculating headcountReflects technologicaladvancements in software and the Internet
Covers new ways of working: teleworking; virtual offices; keeping staff and customers connected through corporate networks from remote locations.

General

Imprint:	Butterworth-Heinemann Ltd
Country of origin:	United Kingdom
Series:	Computer Weekly Professional Series
Release date:	April 2002
First published:	2002
Authors:	Noel Bruton
Dimensions:	246 x 189 x 19mm (L x W x T)
Format:	Paperback
Pages:	347
Edition:	2nd edition
ISBN-13:	978-0-7506-4901-8
Categories:	Books > Computing & IT > General theory of computing > General Books > Computing & IT > Applications of computing > General Books > Business & Economics > Business & management > Management of specific areas > General Books > Business & Economics > Business & management > Sales & marketing > Customer services
LSN:	0-7506-4901-1
Barcode:	9780750649018

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