Noel Bruton

How to Manage the IT Help Desk

• Broschiertes Buch

Produktbeschreibung

Are you overworked, unappreciated and under-resourced? This book offers tools for measuring productivity and features ten steps for successful support, while User Support successes and failures are revealed in case studies. It also gives you techniques for justifying staff and other expenditure; gaining senior management support; and more.

Produktdetails

• Verlag: Taylor & Francis Ltd
• 2 ed
• Seitenzahl: 372
• Erscheinungstermin: 8. April 2002
• Englisch
• Abmessung: 247mm x 192mm x 27mm
• Gewicht: 734g
• ISBN-13: 9780750649018
• ISBN-10: 0750649011
• Artikelnr.: 21825237

Autorenporträt

Noel Bruton

Inhaltsangabe

Part 1 What is 'support'?
Chapter 1 Defining computer user support
Chapter 2 Support as an IT function
Chapter 3 Forms of support
Chapter 4 Typical support structures
Chapter 5 Support functions
Part 2 Client management
Chapter 6 What is a 'customer'?
Chapter 7 What do they want?
Chapter 8 Prioritizing clients
Chapter 9 Keeping in contact
Chapter 10 Customer service in IT support
Chapter 11 A view from above
Chapter 12 Marketing the support de
Part ment
Part 3 Service management
Chapter 13 Analysing service needs
Chapter 14 Putting services in place
Chapter 15 Excellence in support service
Chapter 16 Service level agreements
Chapter 17 Support from outside
Chapter 18 The international dimension
Part 4 Workload management
Chapter 19 Reactivity and proactivity
Chapter 20 Managing the queue
Chapter 21 Delegation and escalation
Chapter 22 Measurement and reporting
Chapter 23 Controlling the workflow
Part 5 Resources management
Chapter 24 Justifying user support expenditure
Chapter 25 Knowledge
Chapter 26 Equipment
Part 6 Staff management
Chapter 27 The ideal support person
Chapter 28 Motivation and productivity
Chapter 29 Staffing and structure
Chapter 30 User support management considerations