Effective User Support Noel Bruton

Name: Effective User Support von Noel Bruton
SKU: 9780077079536
Price: 15.00 CHF
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Effective User Support Noel Bruton

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Zusammenfassung

This text provides a hands-on guide to managing an IT support helpdesk. Useful tools for measuring productivity and skills are included, such as a product knowledge matrix which should help managers assess the expertise of their department for every product. It also covers international helpdesks.

Effective User Support Zusammenfassung

Effective User Support: How to Manage the IT Helpdesk Noel Bruton

This book provides a hands-on guide to managing the help desk from every aspect. It includes a lot of usable tools for the harassed manager such as a product knowledge matrix which should help the manager assess the expertise for their department for every product, and guides to measuring telephone manner and productivity. The book also covers international help-desks, and gives tools for measuring productivity and skills and features ten key steps for successful support.

Inhaltsverzeichnis

Defining computer user support; support as an IT function; forms of support - descriptions, advantages, disadvantages, problems and solutions; typical support structures; support functions - what must be done; what is a customer?; what do they want?; prioritizing clients; keeping in contact; customer service in IT support; a view from above; marketing the support department; analyzing service needs; putting service in place; excellence in support services; service level agreements; support from outside; the international dimension; reactivity and proactivity; managing the queue; delegation and escalation; measurement and reporting; controlling the workflow; justifying user support expenditure; knowledge; equipment; the ideal support person; motivation and productivity; staffing and structure; user support management considerations.

Zusätzliche Informationen

Sku

GOR001487000

ISBN 13

9780077079536

ISBN 10

0077079531

Titel

Effective User Support: How to Manage the IT Helpdesk Noel Bruton

Autor

Noel Bruton

Zustand

Gebraucht - Sehr Gut

Bindung

Broschiert

Verlag

McGraw-Hill Education - Europe

Datum

19950630

Anzahl der Seiten

256

Preise

N/A

Begleitschreiben

Die Abbildung des Buches dient nur Illustrationszwecken, die tatsächliche Bindung, das Cover und die Auflage können sich davon unterscheiden.

Hinweis

Dies ist ein gebrauchtes Buch. Es wurde schon einmal gelesen und weist von der früheren Nutzung Gebrauchsspuren auf. Wir gehen davon aus, dass es im Großen und Ganzen in einem sehr guten Zustand ist. Sollten Sie jedoch nicht vollständig zufrieden sein, setzen Sie sich bitte mit uns in Verbindung.