Running an effective help desk / Barbara Czegel.

By:

Czegel, Barbara, 1953-

Material type: Text

TextPublication details: New York : Wiley Computer Pub., c1998.Edition: 2nd edDescription: xxv, 434 p. : ill. ; 24 cmISBN:

0471248169 (pbk. : alk. paper)
9780471248163 (pbk. : alk. paper)

Other title:

Help desk [Cover title]

Subject(s):

DDC classification:

004.0688 CZE

Available additional physical forms:

Also issued online.

Contents:

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.

Summary: " Counter The definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies. This book is for you if you are: * A business manager charged with researching, planning, and setting up a Help Desk in your organization * An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies * A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes. The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization's Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel: * Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet * Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk * Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects. On the companion website you'll find: * Real-life Web-based Help Desk examples * All the templates from the book in HTML and Word formats." www.loc.gov/catdir/description/wiley034/97046069.html.

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Standard Loan	Moylish Library Main Collection	004.0688 CZE (Browse shelf(Opens below))	1	Available		39002100500025

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Enhanced descriptions from Syndetics:

The definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies.
This book is for you if you are:
* A business manager charged with researching, planning, and setting up a Help Desk in your organization
* An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies
* A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes.
The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization's Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel:
* Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet
* Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk
* Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects.
On the companion website you'll find:
* Real-life Web-based Help Desk examples
* All the templates from the book in HTML and Word formats.

Includes bibliographical references (p. 425-426) and index.

" Counter The definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies. This book is for you if you are: * A business manager charged with researching, planning, and setting up a Help Desk in your organization * An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies * A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes. The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization's Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel: * Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet * Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk * Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects. On the companion website you'll find: * Real-life Web-based Help Desk examples * All the templates from the book in HTML and Word formats." www.loc.gov/catdir/description/wiley034/97046069.html.

Also issued online.

Table of contents provided by Syndetics

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

Author notes provided by Syndetics

Barbara Czegel is President of SIRIUS3, a consulting company that provides Help Desk training and seminars across Canada. She is also a member of the Help Desk Institute and the Support Services Association.