How to Manage the IT Help Desk

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 I
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 expenditur* Gaining senior management suppor* Getting the users on your sid* Running a motivated and productive tea* 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 helpdes* E-Support and the Interne* Contrasting the Call Center and the Helpdes* first, second and third line suppor* Operational Level Agreement* Strategies for backlog managemen* Telephone technologies in user suppor
In addition there is* A new Template for a Service Level Agreemen* An Improved cost justification model for the Internal Helpdes* A New cost justification model for the External Helpdesk