Building & Managing a World Class It Help Desk: Instructor's Pack - Softcover
Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.
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From the Back Cover:
About the Author:
Professional Help for your Help Desk
Whether your goals include building a help desk from the ground up, or reinvigorating your existing help desk, this resource offers concrete methodologies for successful deployment. Determine the parameters of your ideal help desk, then follow a series of detailed procedures to create the organizational structure, build the space, and hire the people necessary to achieve your goals. Building & Managing a World Class Help Desk explains the short- and long-term benefits of operating a first-rate help desk, and how to maximize their impact on your company's efficiency, reputation, and ultimately its earnings.
- Identify critical drivers like customer base, company goals, and management style
- Examine the process of defining, documenting, and building your ideal help desk
- Establish a realistic budget and stick to it
- Find and keep the right people with step-by-step details on everything from defining skill sets to rotating staff and outsourcing
- Create organizational efficiencies with appropriate physical space and ergonomics
- Promote your help desk operations and services to customers
- Train, organize, and motivate your staff to prevent burnout and retain innovation
- Implement the latest technologies like workforce automation, customer relationship management, and system management packages
Robert Wooten (Yorktown, Virginia) is Manager of Information Technology Services and Operations for a large wholesale distributor with over 9,000 employees. He has over 13 years experience in the IT field and directs a staff of 95 associates offering Systems and Database Administration, Networking, Help Desk, Training and Documentation, Telecommunications, Internet and Intranet services, and Asset Management.
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- PublisherMcGraw-Hill College
- ISBN 10 0072195703
- ISBN 13 9780072195705
- BindingPaperback
- Number of pages190
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