Running an Effective Help Desk : Planning, Implementing, Advertising, Improving, Outsourcing

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Author(s):	Czegel, Barbara
ISBN No.:	9780471025443
Pages:	400
Year:	199412
Format:	Trade Paper
Price:	$ 48.23
Status:	Out Of Print

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Synopsis
Table of contents
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THE BASICS. Getting Focused. INTERNAL WORKINGS OF THE HELP DESK. Structure. Problem and Work Management. Tracking. APPLYING TECHNOLOGY. Toward Automation.

Help Desk Tools. OPTIMIZING PERFORMANCE. Measuring Performance. Marketing. Cost/Benefit Analysis. Outsourcing. CASE STUDIES. Help Desk Case #1: Set-Up.

Help Desk Case #2: Starting into Automation. Help Desk Case #3: Working Well. References and Further Reading.

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