A01=Noel Bruton
advanced IT support case studies
agreement
Author_Noel Bruton
Call Centre Managers
Category=KJMV
Category=KJSU
Category=UY
Central Helpdesk
Clip
Conferred
customer relationship management
department
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eq_business-finance-law
eq_computing
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external
External Helpdesk
Face To Face
Follow
helpdesk
Helpdesk Management
Helpdesk Software
Helpdesk Staff
Helpdesk Technician
Internal Helpdesk
IT service management
level
management
Operate User Support
operational level agreements
Resolver Group
service
Service Level Agreement
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 9780750649018
- Weight: 740g
- Dimensions: 189 x 246mm
- Publication Date: 08 Apr 2002
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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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
Noel Bruton is an independent consultant and trainer with a global business reputation. His experience is sought by commercial and public service organizations, conferences, press and broadcast media around the world. He has been in IT since 1979 and advising corporations on improving IT support methods since 1991. He writes with knowledge, pragmatism and infectious enthusiasm. Visit his Website for helpdesk and call-center service managers at http://www.noelbruton.com
