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How to Manage the IT Help Desk: A guide for user support and call centre managers (Computer Weekly Professional Series) - Tapa blanda
Sinopsis
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk
"Sinopsis" puede pertenecer a otra edición de este libro.
Acerca del autor
Noel Bruton
"Sobre este título" puede pertenecer a otra edición de este libro.
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How to Manage the IT Help Desk (Computer Weekly Professional)
Librería: AwesomeBooks, Wallingford, Reino Unido
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Paperback. Condición: Very Good. How to Manage the IT Help Desk (Computer Weekly Professional) This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. Nº de ref. del artículo: 7719-9780750649018
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How to Manage the IT Help Desk
Publicado por
Taylor & Francis Group, 2002
ISBN 10: 0750649011
ISBN 13: 9780750649018
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Librería: Better World Books, Mishawaka, IN, Estados Unidos de America
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Condición: Good. 2nd. Former library copy. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Nº de ref. del artículo: 5942275-6
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Imagen de archivo
How to Manage the IT Help Desk
Publicado por
Taylor & Francis Group, 2002
ISBN 10: 0750649011
ISBN 13: 9780750649018
Antiguo o usado
Tapa blanda
Librería: Better World Books, Mishawaka, IN, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Condición: Good. 2nd. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Nº de ref. del artículo: GRP87371755
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How to Manage the IT Help Desk: A guide for user support and call centre managers (Computer Weekly Professional)
Publicado por
Taylor & Francis Ltd, United Kingdom, Oxford, 2002
ISBN 10: 0750649011
ISBN 13: 9780750649018
Antiguo o usado
Paperback
Librería: WorldofBooks, Goring-By-Sea, WS, Reino Unido
Calificación del vendedor: 5 de 5 estrellas
Paperback. Condición: Very Good. Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Nº de ref. del artículo: GOR001991412
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How to Manage the IT Help Desk
Publicado por
Taylor & Francis Group, 2002
ISBN 10: 0750649011
ISBN 13: 9780750649018
Antiguo o usado
Tapa blanda
Librería: Better World Books Ltd, Dunfermline, Reino Unido
Calificación del vendedor: 5 de 5 estrellas
Condición: Good. 2nd. Former library copy. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Nº de ref. del artículo: 5942275-6
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Imagen de archivo
How to Manage the IT Help Desk
Publicado por
Taylor & Francis Group, 2002
ISBN 10: 0750649011
ISBN 13: 9780750649018
Antiguo o usado
Tapa blanda
Librería: Better World Books Ltd, Dunfermline, Reino Unido
Calificación del vendedor: 5 de 5 estrellas
Condición: Very Good. 2nd. Former library copy. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Nº de ref. del artículo: 9543449-6
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How to Manage the IT Help Desk (Computer Weekly Professional)
Librería: Bahamut Media, Reading, Reino Unido
Calificación del vendedor: 4 de 5 estrellas
Paperback. Condición: Very Good. This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. Nº de ref. del artículo: 6545-9780750649018
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How to Manage the IT Help Desk
Librería: ThriftBooks-Dallas, Dallas, TX, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Paperback. Condición: Good. No Jacket. Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less. Nº de ref. del artículo: G0750649011I3N00
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How to Manage the IT Help Desk
Publicado por
Butterworth-Heinemann, 2002
ISBN 10: 0750649011
ISBN 13: 9780750649018
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Librería: Anybook.com, Lincoln, Reino Unido
Calificación del vendedor: 5 de 5 estrellas
Condición: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,850grams, ISBN:0750649011. Nº de ref. del artículo: 9310739
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How to Manage the IT Help Desk: A Guide for User Support and Call Centre Managers
Publicado por
Butterworth-Heinemann, 2002
ISBN 10: 0750649011
ISBN 13: 9780750649018
Antiguo o usado
Tapa blanda
Librería: Anybook.com, Lincoln, Reino Unido
Calificación del vendedor: 5 de 5 estrellas
Condición: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. Clean from markings. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,800grams, ISBN:0750649011. Nº de ref. del artículo: 9843087
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