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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.

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...