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Building & Managing a World Class IT Help Desk Robert J. Wooten

Building & Managing a World Class IT Help Desk par Robert J. Wooten

Building & Managing a World Class IT Help Desk Robert J. Wooten

€38.00
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Disponible en seulement 2 exemplaire(s)
Très bon état

Résumé

This guide contains the complete approach to building, maintaining and improving an IT help desk. It includes real life examples of successs and failures, details tips, techniques and tools to ensure the help desk's efficency and details a methodology for continous improvement.

Building & Managing a World Class IT Help Desk Résumé

Building & Managing a World Class IT Help Desk Robert J. Wooten

Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.

Building & Managing a World Class IT Help Desk Avis

"A quality help desk can make a critical difference in the day to day operations of a company. Building & Running: A World Class IT Help Desk by Bob Wooten is a complete blueprint for help desk success." - Anne Martinez, CCNA, MCSE, Author of Get Certified and Get Ahead."

À propos de Robert J. Wooten

Robert Wooten (Yorktown, Virginia) is Manager of Information Technology Services and Operations for a large wholesale distributor with over 9,000 employees. He has over 13 years experience in the IT field and directs a staff of 95 associates offering Systems and Database Administration, Networking, Help Desk, Training and Documentation, Telecommunications, Internet and Intranet services, and Asset Management.

Sommaire

Part I: What Is A Help Desk and Why Would I Want One? Chapter 1: Help Desk Concepts. Chapter 2: Why Do I Want One? Part II: I Want A Help Desk. Go Create One. Chapter 3: Identify the Drivers. Chapter 4: Define the As Is. Chapter 5: Define the Help Desk Processes. Chapter 6: Budgeting. Chapter 7: Organization Options. Chapter 8: Staffing Your Help Desk. Chapter 9: Tools for Your Help Desk. Chapter 10: Beginning Operations. Part III: I Like My Help Desk. How Can I Keep It Going? Chapter 11: Preventing Burnout. Chapter 12: Implement Some New Processes. Chapter 13: Measuring Your Help Desk. Chapter 14: Promoting Your Help Desk. Chapter 15: More Tools for Your Help Desk. Chapter 16: Developing Your People. Chapter 17: The Business of a Help Desk. Part IV: I Hate My Help Desk. Fix It! Chapter 18: Identify Perceived Issues. Chapter 19: Move Forward. Chapter 20: How Not to be Outsourced. Part V: Taking Your Help Desk to Another Level. Chapter 21: The People. Chapter 22: The Processes. Chapter 23: The Tools. Appendix A: Sample Job Descriptions. Appendix B: Sample Service Level Agreement.

Informations supplémentaires

GOR005212826
9780072132373
007213237X
Building & Managing a World Class IT Help Desk Robert J. Wooten
Robert J. Wooten
Occasion - Très bon état
Broché
McGraw-Hill Education - Europe
2001-04-26
583
N/A
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