How to Manage the IT Help Desk: A guide for user support and call centre managers (Computer Weekly Professional) - Softcover

Bruton, Noel

Softcover

ISBN 10: 0750649011 ISBN 13: 9780750649018

Publisher: Routledge, 2002

Synopsis

Are you overworked, unappreciated and under-resourced? This book offers tools for measuring productivity and features ten steps for successful support, while User Support successes and failures are revealed in case studies. It also gives you techniques for justifying staff and other expenditure; gaining senior management support; and more.

About this title

Review:

"Noel's passion for the industry combined with years of personal experience in the field makes him uniquely qualified to help you deliver great helpdesk customer service no matter how hopeless you think your current work environment is."
- Phil Verghis, Vice President, Service Delivery, Akamai Technologies USA and multiple award-winning author of the Internet Helpdesk FAQ

"Helpdesk managers weary of industry jargon, nonsensical acronyms, and technological hype will be relieved to find a book that talks their language. Despite years of experience, Noel Bruton has managed to remain firmly rooted in reality, and is able to clearly describe the complexities involved in the helpdesk, while remembering that it is often the most basic of issues that require the most attention."
- James West, Editor, Customer Service News Magazine

"This book won't tell you how to get your printer working with your word processor - it's better than that. It tells you how to deploy your Support staff so as to have the best chance of preventing or fixing such problems. If you're in charge of a PC Support group, or would like to be one day, get this book and read it."
- Dr. Alan Solomon

Synopsis:

Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT. This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: justifying staff and other expenditure; gaining senior management support; getting the users on your side; running a motivated and productive team; and designing and managing services and service levels. The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: Customer Relationship Management - definition and the role of the helpdesk; E-Support and the Internet; Contrasting the Call Center and the Helpdesk; first, second and third line support; Operational Level Agreements; Strategies for backlog management; and Telephone technologies in user support.

In addition there is: a new Template for a Service Level Agreement; an improved cost justification model for the Internal Helpdesk; and a New cost justification model for the External Helpdesk. New topics include: Lines of support; The rise of the call center; Knowledge bases; The Intranet; The Internet; The external helpdesk; Backlog management; Industry standards; and Calculating headcount. It reflects technological advancements in software and the Internet, and covers new ways of working: teleworking; virtual offices; keeping staff and customers connected through corporate networks from remote locations.

About this edition

• Publisher: Routledge
• Publication date: 2002
• ISBN 10: 0750649011
• ISBN 13: 9780750649018
• Binding: Paperback
• Edition number: 2
• Number of pages: 372