The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful supp

Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatabl

A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, inc

This textbook is intended for students studying for AS degrees in computer information systems or information technology, or for secondary programs teaching voc

Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is