Help Desk Management: How to run a computer user support Service Desk effectively - Softcover

Schlicht, Wayne

Softcover

ISBN 10: 1696388414 ISBN 13: 9781696388412

Publisher: Independently published, 2019

Synopsis

Sound familiar? AD HOC support processes. Mondays, running around putting out fires! Help!

I can help you! Together we will take back control and improve your Help Desk and IT Service Management processes (ITSM). I'm Wayne Schlicht and I have transformed many Help Desks of all sizes. I started as a Help Desk agent and worked my way up to IT Director. Help Desk Management shares the lessons I learned over my 25-year career. I transformed ITIL and Service Desk processes at Best Buy Corporation, the Federal Reserve, Unisys, and many other companies. As partners, we’ll determine what needs to be fixed in your ITSM program and Help Desk. We will then implement powerful Help Desk industry-standard best practices.

You can never underestimate the power of Help Desk industry-standard best practices.

These best practices may seem basic to seasoned professionals. However, unless you have the fundamentals implemented, you can never start the maturing process. With over 300 pages covering 29 core IT Help Desk topics, Help Desk Management provides the fundamentals that Information Technology leaders need for positive change.

Instead of just providing you with a lot of technical information, I empower you with a step-by-step approach.

Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. All quick start implement worksheets can be downloaded from the companion resource website.

Look no further. I will help you succeed.

Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. This information is designed to improve your management skills, team engagement, and set you on a successful path to building a truly high-performing team.

What actionable and realistic end-user support processes will you learn?

• How to justify funding for improvement projects.
• Creating an inspiring mission statement.
• Designing an employee performance management plan that works.
• Building an effective employee training and development program.
• Implementing a call and ticket quality assurance audit program that empowers the manager.
• Driving up the First Contact Resolution (FCR) percentage.
• Reducing cost per ticket costs by moving work from system engineers to the Help Desk.
• Marketing the Help Desk for company-wide recognition.
• Implementing ITIL incident, problem, change, knowledge, and event management.

Do not hesitate, get started now. Order Help Desk Management and visit the resource website. Let's fix your Help Desk together!

Edition details

• Publisher: Independently published
• Publication date: 2019
• Language: English
• ISBN 10: 1696388414
• ISBN 13: 9781696388412
• Binding: Paperback
• Number of pages: 330