Help Desk Management: How to run a computer user support Service Desk effectively

Publisher : Build a Help Desk Consulting LLC

ISBN-13 : 1696388414

Page : 330 pages

Rating : 4.5/5 from 414 voters

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

More Books:

Help Desk Management: How to run a computer user support Service Desk effectively
Language: en
Pages: 330
Authors: Wayne Schlicht
Categories: Computers
Type: BOOK - Published: 2019-09-29 - Publisher: Build a Help Desk Consulting LLC

Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatabl
How to Manage the IT Help Desk
Language: en
Pages: 372
Authors: Noel Bruton
Categories: Business & Economics
Type: BOOK - Published: 2012-07-26 - Publisher: Routledge

Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume
IT Problem Management
Language: en
Pages: 234
Authors: Gary S. Walker
Categories: Technology & Engineering
Type: BOOK - Published: 2001 - Publisher: Prentice Hall Professional

Preface In the past three decades, businesses have made staggering investments in technology to increase their productivity and efficiency. The technological in
Facilities Manager's Desk Reference
Language: en
Pages: 568
Authors: Jane M. Wiggins
Categories: Business & Economics
Type: BOOK - Published: 2010-05-20 - Publisher: John Wiley & Sons

In the course of their work, the facilities manager will face arange of complex and often challenging tasks, sometimes concernedwith a single business premises,
Integrated Management from E-Business Perspective
Language: en
Pages: 396
Authors: Pradeep Kumar Ray
Categories: Business & Economics
Type: BOOK - Published: 2012-12-06 - Publisher: Springer Science & Business Media

E-Business covers a broad spectrum of businesses based on the Internet, including e-commerce, e-healthcare, e-government and e tailing. While substantial attent
A Guide to Computer User Support for Help Desk and Support Specialists
Language: en
Pages: 688
Authors: Fred Beisse
Categories: Computers
Type: BOOK - Published: 2014-09-01 - Publisher: Cengage Learning

Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support
Managing Service Quality at the IS Help Desk
Language: en
Pages: 444
Authors: Christopher Lindsey Carr
Categories: Information resources management
Type: BOOK - Published: 1999 - Publisher:

Project Management with the IBM Rational Unified Process
Language: en
Pages: 312
Authors: R. Dennis Gibbs
Categories: Computers
Type: BOOK - Published: 2006-07-27 - Publisher: Prentice Hall Professional

· Master win–win techniques for managing outsourced and offshore projects, from procurement and risk mitigation to maintenance · Use RUP to implement best-p
Creating A Customer-Focused Help Desk
Language: en
Pages: 271
Authors: Andrew Hiles, Hon FBCI, EIoSCM
Categories: Business & Economics
Type: BOOK - Published: 2016-06-01 - Publisher: Rothstein Publishing

This volume came about as a result of the authors’ own practical experience in Help Desk operation and management and of hundreds of workshops the authors hav
IT Manager's Handbook
Language: en
Pages: 337
Authors: Bill Holtsnider
Categories: Computers
Type: BOOK - Published: 2001 - Publisher: Morgan Kaufmann

Provides a guide to help create budgets, manage projects, evaluate technology, and hire and motivate personnel.