Effective User Support: How to Manage the It Helpdesk

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9780077079536: Effective User Support: How to Manage the It Helpdesk

This book provides a hands-on guide to managing the help desk from every aspect. It includes a lot of usable tools for the harassed manager such as a product knowledge matrix which should help the manager assess the expertise for their department for every product, and guides to measuring telephone manner and productivity. The book also covers international help-desks, and gives tools for measuring productivity and skills and features ten key steps for successful support.

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Bruton, Noel
Published by Mcgraw-Hill (Tx) (1996)
ISBN 10: 0077079531 ISBN 13: 9780077079536
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Book Description Mcgraw-Hill (Tx), 1996. Book Condition: Good. N/A. Ships from the UK. Former Library book. Shows some signs of wear, and may have some markings on the inside. Bookseller Inventory # GRP76231127

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Book Description Mcgraw-Hill (Tx). Paperback. Book Condition: VERY GOOD. Very Good copy, cover and pages show some wear from reading and storage. Binding may have light creases. Lots of life left in these pages. Bookseller Inventory # 2668037130

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Book Description Book Condition: Good. Effective User Support: How to Manage the It Helpdesk. Bookseller Inventory # Amz4772622

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Book Description Mcgraw-Hill (Tx), 1996. Paperback. Book Condition: Good. Good condition, some are ex-library and can have markings. Bookseller Inventory # GD-004-13-7082007

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