Running an Effective Help Desk. 2nd Edition

  • ID: 2249948
  • Book
  • 464 Pages
  • John Wiley and Sons Ltd
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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.
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FOUNDATION.

Getting Focused.

BASIC STRUCTURE.

Structure.

Staffing.

INTERNAL HELP DESK PROCESSES.

Problem and Work Management.

Tracking.

USING TECHNOLOGY.

Help Desk Tools.

The Internet: Challenge and Opportunity.

Setting Up a Help Desk Internet/Intranet Site.

OPTIMIZING PERFORMANCE.

Measuring Performance.

Marketing.

Cost–Benefit Analysis.

Outsourcing.

CASE STUDIES AND EXAMPLE.

Help Desk Case No.

1: Setup.

Help Desk Case No.

2: Working Well.

Example: A Help Desk Intranet Web Site.

A Further Resource.

References and Further Reading.

Index.
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"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)
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