Building & managing a world class IT help desk

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Title:

Author:

Wooten, Bob.

ISBN:

9780072132373

Personal Author:

Wooten, Bob.

Publication Information:

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:

Table of contents http://catdir.loc.gov/catdir/toc/mh023/2001273323.html
Contributor biographical information http://catdir.loc.gov/catdir/bios/mh042/2001273323.html
Publisher description http://catdir.loc.gov/catdir/description/mh024/2001273323.html

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Summary

What is a help desk? A help desk is a department within a company that responds to user's technical questions. Most large companies have help desks to answer user questions. Questions and answers can be delivered by telephone, e-mail, BBS or fax. This guide should help readers build, improve or maintain a successful help desk. The resource details a step by step methodology for help desk implementation and continous improvement, including tools, tips and techniques to make the help desk more efficient. The author shows how to select, implement and utilise new technology for help desks such as web based help desks, electronic display boards and call management packages. The guide also gives real life examples that demonstrate the successes and failures involved in creating and maintaining a help desk.