Building & managing a world class IT help desk
by
Wooten, Bob.
Title
:
Building & managing a world class IT help desk
Author
:
Wooten, Bob.
ISBN
:
9780072132373
Personal Author
:
Wooten, Bob.
Publication Information
:
Berkeley, Calif. : Osborne/McGraw-Hill, ©2001.
Physical Description
:
xvi, 583 pages : illustrations ; 24 cm
General Note
:
Includes index.
Contents
:
What Is a Help Desk and Why Would I Want One? -- Help Desk Concepts -- Why Do I Want One? -- I Want a Help Desk. Go Create One -- Identify the Drivers -- Defining the As Is -- Define the Help Desk Processes -- Budgeting -- Organization Options -- Staffing Your Help Desk -- Tools for Your Help Desk -- Beginning Operations -- I Like My Help Desk. How Can I Keep It Going? -- Preventing Burnout -- Implement Some New Processes -- Measuring Your Help Desk -- Promoting Your Help Desk -- More Tools for Your Help Desk -- Developing Your People -- Business of a Help Desk -- I Hate My Help Desk. Fix It! -- Identify Perceived Issues -- Move Forward -- How Not To Be Outsourced -- Taking Your Help Desk to Another Level -- People -- Processes -- Tools.
Abstract
:
Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.
Subject Term
:
Computer technical support.
Electronic Access
: