Items related to Building & Managing a World Class It Help Desk:...
Synopsis
What is a help desk? A help desk is a department within a company that responds to user's technical questions. Most large companies have help desks to answer user questions. Questions and answers can be delivered by telephone, e-mail, BBS or fax. This guide should help readers build, improve or maintain a successful help desk. The resource details a step by step methodology for help desk implementation and continous improvement, including tools, tips and techniques to make the help desk more efficient. The author shows how to select, implement and utilise new technology for help desks such as web based help desks, electronic display boards and call management packages. The guide also gives real life examples that demonstrate the successes and failures involved in creating and maintaining a help desk.
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From the Back Cover
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
About the Author
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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