Review
Many companies start out by delivering a product or a service to customers, but as they move past the initial stages, it becomes evident that some sort of support for users is necessary. Wooten, an experienced information technology (IT) help desk professional, offers valuable suggestions and real-life scenarios to companies looking to create their first help desk and those wanting to improve existing conditions. Topics include standard business practices such as defining processes, budgeting, and hiring, but they are specifically geared toward the IT help setting. A good book for managers and businessowners.
Book Description
Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.
Book Info
(Osborne) Complete guide to creating and managing a Help Desk. Covers fundamentals like creating the organizational structure, building the space, and hiring people to man the desk. Also explains the short-term and long-term benefits of a Help Desk and how it can make a substantial impact on a company's earnings. Softcover.
From the Back Cover
Professional Help for your Help Desk
Whether your goals include building a help desk from the ground up, or reinvigorating your existing help desk, this resource offers concrete methodologies for successful deployment. Determine the parameters of your ideal help desk, then follow a series of detailed procedures to create the organizational structure, build the space, and hire the people necessary to achieve your goals. Building & Managing a World Class Help Desk explains the short- and long-term benefits of operating a first-rate help desk, and how to maximize their impact on your company's efficiency, reputation, and ultimately its earnings. Identify critical drivers like customer base, company goals, and management style Examine the process of defining, documenting, and building your ideal help desk Establish a realistic budget and stick to it Find and keep the right people with step-by-step details on everything from defining skill sets to rotating staff and outsourcing Create organizational efficiencies with appropriate physical space and ergonomics Promote your help desk operations and services to customers Train, organize, and motivate your staff to prevent burnout and retain innovation Implement the latest technologies like workforce automation, customer relationship management, and system management packages
About the Author
Robert Wooten (Yorktown, Virginia) is Manager of Information Technology Services and Operations for a large wholesale distributor with over 9,000 employees. He has over 13 years experience in the IT field and directs a staff of 95 associates offering Systems and Database Administration, Networking, Help Desk, Training and Documentation, Telecommunications, Internet and Intranet services, and Asset Management.
Building & Managing A World Class IT Help Desk FROM THE PUBLISHER
Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.
SYNOPSIS
Professional Help for your Help Desk
Whether your goals include building a help desk from the ground up, or reinvigorating your existing help desk, this resource offers concrete methodologies for successful deployment. Determine the parameters of your ideal help desk, then follow a series of detailed procedures to create the organizational structure, build the space, and hire the people necessary to achieve your goals. Building & Managing a World Class Help Desk explains the short- and long-term benefits of operating a first-rate help desk, and how to maximize their impact on your company's efficiency, reputation, and ultimately its earnings. Identify critical drivers like customer base, company goals, and management style Examine the process of defining, documenting, and building your ideal help desk Establish a realistic budget and stick to it Find and keep the right people with step-by-step details on everything from defining skill sets to rotating staff and outsourcing Create organizational efficiencies with appropriate physical space and ergonomics Promote your help desk operations and services to customers Train, organize, and motivate your staff to prevent burnout and retain innovation Implement the latest technologies like workforce automation, customer relationship management, and system management packages
Art & Photography
Book Info
