 Running an Effective Help Desk, 2nd Edition
ISBN: 978-0-471-24816-3
Paperback
464 pages
March 1998
US $60.00
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FOUNDATION.
Getting Focused.
BASIC STRUCTURE.
Structure.
Staffing.
INTERNAL HELP DESK PROCESSES.
Problem and Work Management.
Tracking.
USING TECHNOLOGY.
Help Desk Tools.
The Internet: Challenge and Opportunity.
Setting Up a Help Desk Internet/Intranet Site.
OPTIMIZING PERFORMANCE.
Measuring Performance.
Marketing.
Cost-Benefit Analysis.
Outsourcing.
CASE STUDIES AND EXAMPLE.
Help Desk Case No.
1: Setup.
Help Desk Case No.
2: Working Well.
Example: A Help Desk Intranet Web Site.
A Further Resource.
References and Further Reading.
Index.
Getting Focused.
BASIC STRUCTURE.
Structure.
Staffing.
INTERNAL HELP DESK PROCESSES.
Problem and Work Management.
Tracking.
USING TECHNOLOGY.
Help Desk Tools.
The Internet: Challenge and Opportunity.
Setting Up a Help Desk Internet/Intranet Site.
OPTIMIZING PERFORMANCE.
Measuring Performance.
Marketing.
Cost-Benefit Analysis.
Outsourcing.
CASE STUDIES AND EXAMPLE.
Help Desk Case No.
1: Setup.
Help Desk Case No.
2: Working Well.
Example: A Help Desk Intranet Web Site.
A Further Resource.
References and Further Reading.
Index.
