 Help Desk Practitioner's Handbook
ISBN: 978-0-471-31992-4
Paperback
432 pages
December 1998
US $60.00
 Add to Cart
This price is valid for United States. Change location to view local pricing and availability. This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 1-2 days delivery time for paperbacks, and 3-5 days for hardcovers. The book is not returnable.
|
EXPECTATIONS OF THE BUSINESS.
Roles.
Focusing on the Business.
SUPPORTING THE HELP DESK STRUCTURE.
Structure.
MANAGING PROBLEMS.
When Problems Become Dangerous.
Listening to Resolve and Prevent Problems.
Getting and Giving Information.
Proactive Problem Control.
Using Tools.
UNDERSTANDING THE BUSINESS OF HELP DESKS.
Everything You Need to Know about Performance.
Cost Justification Made Easy.
Can I Interest You in Marketing?
THRIVING IN A HELP DESK ENVIRONMENT.
It's All in Your Attitude.
Index.
Roles.
Focusing on the Business.
SUPPORTING THE HELP DESK STRUCTURE.
Structure.
MANAGING PROBLEMS.
When Problems Become Dangerous.
Listening to Resolve and Prevent Problems.
Getting and Giving Information.
Proactive Problem Control.
Using Tools.
UNDERSTANDING THE BUSINESS OF HELP DESKS.
Everything You Need to Know about Performance.
Cost Justification Made Easy.
Can I Interest You in Marketing?
THRIVING IN A HELP DESK ENVIRONMENT.
It's All in Your Attitude.
Index.
