Running an Effective Help Desk

Name: Running an Effective Help Desk
Price: 5.27 USD
Availability: InStock
ISBN: 9780471248163

ISBN-10: 0471248169

ISBN-13: 9780471248163

Edition: 2nd 1998 (Revised)

Authors: Barbara Czegel

List price: $65.00

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Many firms have implemented traditional Help Desk Operations. This book aims to guide the Help Desk department through each step of setting up a traditional and web-related Help Desk. It contains ready-to-use templates in Word and HTML formats.

Book details

List price: $65.00
Edition: 2nd
Copyright year: 1998
Publisher: John Wiley & Sons, Incorporated
Publication date: 3/27/1998
Binding: Paperback
Pages: 464
Size: 7.46" wide x 9.20" long x 1.02" tall
Weight: 1.782
Language: English



Foundation


Getting Focused


Basic Structure


Structure


Staffing


Internal Help Desk Processes


Problem and Work Management


Tracking


Using Technology


Help Desk Tools


The Internet: Challenge and Opportunity


Setting Up a Help Desk Internet/Intranet Site


Optimizing Performance


Measuring Performance


Marketing


Cost-Benefit Analysis


Outsourcing


Case Studies and Example


Help Desk Case No. 1: Setup


Help Desk Case No. 2: Working Well


Example: A Help Desk Intranet Web Site


A Further Resource


References and Further Reading


Index