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.
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Verlagsgruppe
Zielgruppe
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Maße
Höhe: 233 mm
Breite: 189 mm
Gewicht
ISBN-13
978-0-471-02544-3 (9780471025443)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Klassifikation
THE BASICS; Getting Focused; INTERNAL WORKINGS OF THE HELP DESK; Structure; Problem and Work Management; Tracking; APPLYING TECHNOLOGY; Toward Automation; Help Desk Tools; OPTIMIZING PERFORMANCE; Measuring Performance; Marketing; Cost/Benefit Analysis; Outsourcing; CASE STUDIES; Help Desk Case #1: Set-Up; Help Desk Case #2: Starting into Automation; Help Desk Case #3: Working Well; References and Further Reading.
