Building & Managing a World Class It Help Desk

Dirigent: Wooten, Bob

• Broschiertes Buch

Produktbeschreibung

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.

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Produktdetails

• Verlag: McGraw Hill LLC
• Seitenzahl: 583
• Erscheinungstermin: 26. April 2001
• Englisch
• Abmessung: 233mm x 189mm x 38mm
• Gewicht: 1039g
• ISBN-13: 9780072132373
• ISBN-10: 007213237X
• Artikelnr.: 22202157

Autorenporträt

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.

Inhaltsangabe

Part I: What Is A Help Desk and Why Would I Want One?
Chapter 1: Help Desk Concepts.
Chapter 2: Why Do I Want One?
Part II: I Want A Help Desk. Go Create One.
Chapter 3: Identify the Drivers.
Chapter 4: Define the As Is.
Chapter 5: Define the Help Desk Processes.
Chapter 6: Budgeting.
Chapter 7: Organization Options.
Chapter 8: Staffing Your Help Desk.
Chapter 9: Tools for Your Help Desk.
Chapter 10: Beginning Operations.
Part III: I Like My Help Desk. How Can I Keep It Going?
Chapter 11: Preventing Burnout.
Chapter 12: Implement Some New Processes.
Chapter 13: Measuring Your Help Desk.
Chapter 14: Promoting Your Help Desk.
Chapter 15: More Tools for Your Help Desk.
Chapter 16: Developing Your People.
Chapter 17: The Business of a Help Desk.
Part IV: I Hate My Help Desk. Fix It!
Chapter 18: Identify Perceived Issues.
Chapter 19: Move Forward.
Chapter 20: How Not to be Outsourced.
Part V: Taking Your Help Desk to Another Level.
Chapter 21: The People.
Chapter 22: The Processes.
Chapter 23: The Tools.
Appendix A: Sample Job Descriptions.
Appendix B: Sample Service Level Agreement.