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Running an Effective Help Desk

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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.
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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: 7.50" wide x 9.50" long x 1.25" 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