This book provides a hands-on guide to managing the help desk from every aspect. It includes a lot of usable tools for the harassed manager such as a product knowledge matrix which should help the manager assess the expertise for their department for every product, and guides to measuring telephone manner and productivity. The book also covers international help-desks, and gives tools for measuring productivity and skills and features ten key steps for successful support.
"synopsis" may belong to another edition of this title.
Book Description Mcgraw-Hill (Tx), 1996. Book Condition: Good. Ships from the UK. Former Library book. Shows some signs of wear, and may have some markings on the inside. Bookseller Inventory # GRP76231127
Book Description McGraw-Hill Osborne. Paperback. Book Condition: Good. Book has some visible wear on the binding, cover, pages. Bookseller Inventory # G0077079531I3N00
Book Description Mcgraw-Hill (Tx). PAPERBACK. Book Condition: Very Good. 0077079531 UK BASED SELLER SHIPS DAILY ALL OVERSEAS VIA AIRMAIL *PLEASE NOTE COVER MAY VARY TO ONE SHOWN. Bookseller Inventory # DD0009475
Book Description Mcgraw-Hill (Tx). Paperback. Book Condition: VERY GOOD. Very Good copy, cover and pages show some wear from reading and storage. Binding may have light creases. Lots of life left in these pages. Bookseller Inventory # 2668037130