Running An Effective Help Desk

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Running An Effective Help Desk

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Author : Barbara Czegel
language : en
Publisher: Wiley
Release Date : 1998-03-27

Running An Effective Help Desk written by Barbara Czegel and has been published by Wiley this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998-03-27 with Computers categories.

Helpdesk Management in Ihrer Firma - im Zeitalter der Intranets noch telefonbasiert? Wie Sie auf dem Gebiet der technischen Unterstützung der Angestellten auf die enormen Ressourcen des Web zurückgreifen können, zeigt Ihnen die Autorin dieses jetzt umfassend aktualisierten Klassikers. Mit vielen anwendungsbereiten Word- und HTML-Templates. (04/98)

Running An Effective Help Desk

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Author : Barbara Czegel
language : en
Publisher:
Release Date : 1994-12-06

Running An Effective Help Desk written by Barbara Czegel and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994-12-06 with Business & Economics categories.

This survival manual for Help Desk managers and staff presents practical strategies and tactics to enable Help Desks to add value to their enterprise. Includes suggestions for staffing, managing and selling a Help Desk, and helpful solutions to the problems of dealing with the changing face of technology and the economic realities of downsizing.

Help Desk Management How To Run A Computer User Support Service Desk Effectively

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Author : Wayne Schlicht
language : en
Publisher: Build a Help Desk Consulting LLC
Release Date : 2019-09-29

Help Desk Management How To Run A Computer User Support Service Desk Effectively written by Wayne Schlicht and has been published by Build a Help Desk Consulting LLC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-09-29 with Computers categories.

Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today

Help Desk Practitioner S Handbook

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Author : Barbara Czegel
language : en
Publisher: John Wiley & Sons
Release Date : 2015-05-21

Help Desk Practitioner S Handbook written by Barbara Czegel and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-21 with Computers categories.

Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including: * Eleven effective listening habits that improve your ability to solve problems * Techniques for increasing the speed and accuracy of problem resolution * Early warning systems and layered strategies for problem control * Tools for reducing calls and eliminating problems before they occur * A simple, step-by-step process for doing cost justifications * Methods for turning Help Desk interactions into marketing opportunities Visit our Web site at www.wiley.com/compbooks/

Outing

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Author :
language : en
Publisher:
Release Date : 1899

Outing written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1899 with Outdoor recreation categories.

Groupware

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Author : David Coleman
language : en
Publisher: Prentice Hall
Release Date : 1995

Groupware written by David Coleman and has been published by Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Business & Economics categories.

Designed to provide an overview of groupware, this book focuses on the technologies, vendors, and organizational issues that must be confronted in order to make groupware successful within an enterprise. KEY TOPICS: Part I offers an in-depth look at each of the technologies that comprise groupware, from electronic mail to document management. Part II covers key groupware vendors, their product strategies and architectures. Part III examines groupware implementation strategies and case studies. MARKET: For both technical and business managers.

Collier S

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Author :
language : en
Publisher:
Release Date : 1906

Collier S written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1906 with American literature categories.

Help Desk Service Desk Best Practice Handbook

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Author : Gerard Blokdijk
language : en
Publisher: Emereo Pty Limited
Release Date : 2008

Help Desk Service Desk Best Practice Handbook written by Gerard Blokdijk and has been published by Emereo Pty Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Business & Economics categories.

Covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement. The book starts with an initial strategy that is focused on planning help desk services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a help desk. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a help desk implementation early in its life by offering too much before there is a stable help desk process in place. This book is realistic and lays the foundation for a success implementation. The section on the actual design of the help desk structure provides insights and information that can be applied to a large number of solutions. Since help desks will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. It has excellent tips on how to best structure the help desk to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when help desks are established. This book gets into the meat by thoroughly covering the processes that are essential to running a help desk. There are many topics that stand out as both unique [to books of this genre] and reflectbest practices by the best-run help desks. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT. Professional resources and underlying technology are provided in detail. This book contains an in-depth coverage of operational requirements for the help desk once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. It even has a chapter on marketing, which is something that is important but not often done be most help desks. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of the help desk to IT and business management. You will find this book to be one of the best for planning and implementing a world-class help desk.

Proceedings Of The International Workshop On Network And Operating Systems Support For Digital Audio And Video

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Author :
language : en
Publisher:
Release Date : 2004

Proceedings Of The International Workshop On Network And Operating Systems Support For Digital Audio And Video written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Computer networks categories.

Parliamentary Debates

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Author :
language : en
Publisher:
Release Date : 1878

Parliamentary Debates written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1878 with Victoria categories.