How to Manage the It Help Desk: A Guide for User Support and Call Centre Managers

ISBN-13: 9780750649018 / Angielski / Miękka / 2002 / 372 str.

Noel Bruton

Opis

A guide to managing IT support desks and call centres. It offers tools for measuring productivity and features ten key steps for successful support, and user support successes and failures are revealed in case studies. This second edition seeks to reflect technological advances in software and the Internet, and it also covers new ways of working - teleworking, virtual offices, and keeping staff and customers connected through corporate networks from remote locations.

Recenzje

"Noel's passion for the industry combined with years of personal experience in the field makes him uniquely qualified to help you deliver great helpdesk customer service no matter how hopeless you think your current work environment is."
- Phil Verghis, Vice President, Service Delivery, Akamai Technologies USA and multiple award-winning author of the Internet Helpdesk FAQ

"Helpdesk managers weary of industry jargon, nonsensical acronyms, and technological hype will be relieved to find a book that talks their language. Despite years of experience, Noel Bruton has managed to remain firmly rooted in reality, and is able to clearly describe the complexities involved in the helpdesk, while remembering that it is often the most basic of issues that require the most attention."
- James West, Editor, Customer Service News Magazine

"This book won't tell you how to get your printer working with your word processor - it's better than that. It tells you how to deploy your Support staff so as to have the best chance of preventing or fixing such problems. If you're in charge of a PC Support group, or would like to be one day, get this book and read it."
- Dr. Alan Solomon

Spis treści

What is 'support'? - Defining Computer User Support; Support as an IT function; Forms of support; Typical support structures; Support functions; Client Management - What is a 'customer'?; What do they want?; Prioritizing clients; Keeping in contact; Customer service in IT support; A view from above; Marketing the Support Department; Service Management - Analysing service needs; Putting services in place; Excellence in support service; Service level agreements; Support from outside; The international dimension; Workload Management - Reactivity and proactivity; Managing the queue; Delegation and escalation; Measurement and reporting; Controlling the workflow; Resources Management - Justifying user support expenditure; Knowledge; Equipment; Staff Management - The ideal support person; Motivation and productivity; Staffing and structure; User support management considerations; Bibliography; Index.

O autorze

Noel Bruton