Running an Effective Help Desk: Planning, Implementing, Marketing, Automating, Improving, Outsourcing - Softcover

Czegel, Barbara

Softcover

ISBN 10: 0471025445 ISBN 13: 9780471025443

Publisher: John Wiley & Sons, 1995

Synopsis

Many companies have implemented traditional Help Desk Operations. If clients have a computer problem, they pick up the phone and either log in the problem via voice mail or immediately reach a Help Desk Operator. This book aims to guide the Help Desk department through each step of setting up both a traditional and web-related Help Desk. The book contains ready-to-use templates in both Word and HTML formats for many different Help Desk projects.

About this title

Review

"This manual...presents information on this topic in a practical and approachable manner." (From Libraries Unlimited, Library and Information Science Annual, 1999)

"...Barbara Czegel has written a book that will hold your hand if you have to set up or manage a helpdesk and aren′t perhaps the most technical or even most organised person in the organisation. The focus of this book is not just on the how, but the why. Czegel writes in a straightforward, uncluttered style, with plenty of insights and lots of checklists..." (Local Government Executive, October 2001)

"This manual...presents information on this topic in a practical and approachable manner." (From Libraries Unlimited, Library and Information Science Annual, 1999)

From the Back Cover

The definitive guide to setting up and running a successful Help Desk–now updated and expanded to include the latest Web–based technologies.

This book is for you if you are:
∗ A business manager charged with researching, planning, and setting up a Help Desk in your organization
∗ An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies
∗ A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet– or intranet–related processes.

The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first–ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization′s Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel:
∗ Guides you step–by–step through every phase of setting up traditional and Web–related Help Desks for the Internet and an intranet
∗ Provides a wealth of practical advice on all technical, management, and human–factor aspects of running an effective Help Desk
∗ Supplies ready–to–use templates in both Word and HTML formats for an array of Help Desk projects.

On the companion website you′ll find:
∗ Real–life Web–based Help Desk examples
∗ All the templates from the book in HTML and Word formats.

Edition details

• Publisher: John Wiley & Sons
• Publication date: 1995
• Language: English
• ISBN 10: 0471025445
• ISBN 13: 9780471025443
• Binding: Paperback
• Number of pages: 400