Running an Effective Help Desk
Planning, Implementing, Marketing, Automating, Improving, Outsourcing
Published on 6. December 1994
Book
Hardback
304 pages
978-0-471-02544-3 (ISBN)
Description
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.
More details
Language
English
Place of publication
New York
United States
Publishing group
John Wiley and Sons Ltd
Target group
Professional and scholarly
Illustrations
Ill.
Dimensions
Height: 233 mm
Width: 189 mm
Weight
680 gr
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 Classification
Other editions
New editions
Barbara Czegel
Running an Effective Help Desk
Book
04/1998
2nd Edition
Wiley
Unfortunately, price unknown
Article is exhausted; no reprint
Content
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.