Office & Workplace Systems Industries, Computer Industry - General & Miscellaneous
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Overview
Here is your one-stop source for all the advice, practical tips, and strategic guidance you need to cope with the increasing demand, diminishing budgets and staffs, and rapidly evolving technology that can overwhelm even the staunchest of Help Desk managers and personnel. Help Desk specialist Barbara Czegel shows you how to control the often chaotic nature of Help Desk operations by establishing clear and measurable goals, defining service priorities, and selecting and using tools to decrease staff workload and improve Help Desk performance. Using real-life examples and case studies supplemented with numerous charts and diagrams, she takes you step-by-step through each stage of planning, implementing, and operating a first-rate Help Desk.This survival manual for Help Desk managers and staff presents practical strategies and tactics to enable Help Desks to add value to their enterprise. Includes suggestions for staffing, managing and selling a Help Desk, and helpful solutions to the problems of dealing with the changing face of technology and the economic realities of downsizing.
Editorials
Booknews
A step-by-step reference guide to planning, implementing, and operating a Help Desk. Discusses selecting and training staff, value- added services, managing the work flow, using technology, measuring performance, outsourcing, and marketing service to management as well as customers. Includes case studies. Annotation c. Book News, Inc., Portland, OR (booknews.com)Book Details
Published
March 8, 1995
Publisher
John Wiley & Sons
Pages
400
Format
Paperback
ISBN
9780471025443