{"product_id":"how-to-manage-the-it-help-desk","title":"How to Manage the IT Help Desk","description":"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\u003cbr\u003e 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\u003cbr\u003eThis 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\u003cbr\u003eThe second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on:\u003cbr\u003e* 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\u003cbr\u003eIn 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","brand":"Taylor \u0026 Francis","offers":[{"title":"Default Title","offer_id":44520665186542,"sku":"9780750649018","price":121.6,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0630\/9612\/7726\/files\/9780750649018.jpg?v=1702038766","url":"https:\/\/bookland.com.au\/products\/how-to-manage-the-it-help-desk","provider":"Book Land AU","version":"1.0","type":"link"}