A01=Noel Bruton
advanced IT support case studies
Age Group_Uncategorized
Age Group_Uncategorized
agreement
Author_Noel Bruton
automatic-update
Call Centre Managers
Category1=Non-Fiction
Category=KC
Category=KJ
Category=KJMK
Category=KJMV3
Central Helpdesk
Clip
Conferred
COP=United Kingdom
customer relationship management
Delivery_Delivery within 10-20 working days
department
eq_bestseller
eq_business-finance-law
eq_isMigrated=2
eq_nobargain
eq_non-fiction
external
External Helpdesk
Face To Face
Follow
helpdesk
Helpdesk Management
Helpdesk Software
Helpdesk Staff
Helpdesk Technician
Internal Helpdesk
IT service management
Language_English
level
management
Operate User Support
operational level agreements
PA=Available
Price_€100 and above
PS=Active
Resolver Group
service
Service Level Agreement
softlaunch
staff
Superb
support
Support Department
Support Desk
support team motivation
technical support strategies
Triage Desk
Uploading
user
User Support
User Support Department
User Support Function
User Support Manager
Wo
workload optimisation
Product details
- ISBN 9781138435285
- Weight: 900g
- Dimensions: 189 x 246mm
- Publication Date: 20 Nov 2017
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Hardback
- Language: English
Secure
checkout
Fast Shipping
Easy returns
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 supportIn 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
