"Running An Effective Help Desk" Web Site

Welcome to the companion Web site for "Running An Effective Help Desk, 2nd Edition", published by John Wiley & Sons Inc. and authored by Barbara Czegel. This site contains samples and templates that you may find useful on your Help Desk. The site is maintained by the author and comments and suggestions are welcome. Please note that all files are in zip format. Use PKUNZIP to expand.
SAMPLES Mission Statements; Customer Surveys; Cost Benefit Analysis. Download samples now. Cost Benefit in Excel, rest in Word. (Windows '95).
TEMPLATES Skills Requirement Grid; Operating Cost; Service Level Agreement; Marketing Plan. Download templates now. Operating Cost in Excel, rest in Word. (Windows '95).
CHECKLISTS Help Desk Consolidation; Service Level Agreements. Download checklists now. In Word for Windows '95.
INTRANET Sample Help Desk Intranet Web Site Structure. View website.
LINKS Useful Help Desk links. View links.