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Routledge How to Manage the IT Help Desk: A guide for user support and call centre managers (Computer Weekly Professional)

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£68.70 £60.29 £62.12 £63.96 £65.79 £67.63 £69.47 26 July 2026 30 July 2026 03 August 2026 07 August 2026 12 August 2026
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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 IT 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 expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * 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 helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk

Key Features

New

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Product Specifications

Model
669702
Format
paperback
Domain
Amazon UK
Release Date
08 April 2002
Listed Since
14 February 2007

Barcode

No barcode data available

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