How to Manage the IT Help Desk

How to Manage the IT Help Desk
Author :
Publisher : Routledge
Total Pages : 374
Release :
ISBN-10 : 9781136016738
ISBN-13 : 1136016732
Rating : 4/5 (38 Downloads)

Book Synopsis How to Manage the IT Help Desk by : Noel Bruton

Download or read book How to Manage the IT Help Desk written by Noel Bruton and published by Routledge. This book was released on 2012-07-26 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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


How to Manage the IT Help Desk Related Books

How to Manage the IT Help Desk
Language: en
Pages: 374
Authors: Noel Bruton
Categories: Business & Economics
Type: BOOK - Published: 2012-07-26 - Publisher: Routledge

DOWNLOAD EBOOK

Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume
Implementing Service and Support Management Processes
Language: en
Pages: 444
Authors: Carrie Higday-Kalmanowitz
Categories: Computer service industry
Type: BOOK - Published: 2005-03-11 - Publisher: The Stationery Office

DOWNLOAD EBOOK

The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (IS
Unix System Management
Language: en
Pages: 556
Authors: Jeff Horwitz
Categories: Computers
Type: BOOK - Published: 2002 - Publisher: Sams Publishing

DOWNLOAD EBOOK

Annotation Thsi book jump-starts the educational process, providing the essential concepts and fundamental strategies that are used by UNIX system administrator
Help Desk Practitioner's Handbook
Language: en
Pages: 414
Authors: Barbara Czegel
Categories: Computers
Type: BOOK - Published: 2015-05-21 - Publisher: John Wiley & Sons

DOWNLOAD EBOOK

Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the
Principles of Computer Systems and Network Management
Language: en
Pages: 266
Authors: Dinesh Chandra Verma
Categories: Technology & Engineering
Type: BOOK - Published: 2010-01-23 - Publisher: Springer Science & Business Media

DOWNLOAD EBOOK

Systems Management is emerging as the predominant area for computer science in the enterprise, with studies showing that the bulk (up to 80%) of an enterprise I