Building and managing a world class IT help desk instructor's pack
Title:
Building and managing a world class IT help desk instructor's pack
Author:
Wooten, Bob.
ISBN:
9780072195705
Personal Author:
Publication Information:
Berkeley, CA : Osborne/McGraw-Hill, 2002.
Physical Description:
viii, 190 pages : illustrations ; 28 cm + 1 computer optical disc (4 3/4 in.)
Contents:
Preface--1. Why do you need a help desk?--2. Identify the drivers--3. Defining the as is--4. Define the help desk process--5. Budgeting--6. Organization options--7. Staffing your help desk--8. Tools for your help desk--9. Beginning questions and promoting your help desk--10. Developing your people and preventing burnout--11. Implement some new processes--12. Measuring your help desk--13. Tools for your help desk--14. The business of a help desk--15. Identify perceived issues--16. Move forward--17. The people and the processes--18. The tools--Appendix A. On the CD-ROM.
Abstract:
Contains test bank software, questions, and PowerPoint slides.
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