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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.
"synopsis" may belong to another edition of this title.
Review:
Many companies start out by delivering a product or a service to customers, but as they move past the initial stages, it becomes evident that some sort of support for users is necessary. Wooten, an experienced information technology (IT) help desk professional, offers valuable suggestions and real-life scenarios to companies looking to create their first help desk and those wanting to improve existing conditions. Topics include standard business practices such as defining processes, budgeting, and hiring, but they are specifically geared toward the IT help setting. A good book for managers and businessowners.
From the Publisher:
Details a step by step methodology for help desk implementation and continuous improvement.
Tips, techniques and tools to make the help desk more efficient.
Shows how to select, implement and utilize new technology for help desks such as web based help desks; electronic display boards and call management packages.
Includes real life examples that demonstrate the successes and failure involved in creating a help desk.
Tips, techniques and tools to make the help desk more efficient.
Shows how to select, implement and utilize new technology for help desks such as web based help desks; electronic display boards and call management packages.
Includes real life examples that demonstrate the successes and failure involved in creating a help desk.
"About this title" may belong to another edition of this title.
- PublisherOsborne/McGraw-Hill
- Publication date2001
- ISBN 10 0072195703
- ISBN 13 9780072195705
- BindingPaperback
- Number of pages190
- Rating
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