Building & Managing a World Class It Help Desk: Instructor's Pack

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9780072195705: Building & Managing a World Class It Help Desk: Instructor's Pack

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:

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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