How to Manage the IT Help Desk: A guide for user support and call centre managers (Computer Weekly Professional)

How to Manage the IT Help Desk: A guide for user support and call centre managers (Computer Weekly Professional)

Name: How to Manage the IT Help Desk: A guide for user support and call centre managers (Computer Weekly Professional)
Brand: Noel Bruton
SKU: 59518929
Price: 119.51 USD
Availability: InStock
Rating: 3.8333333333333335 (6 reviews)

Product ID: 59518929

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Description

How to Manage the IT Help Desk: A guide for user support and call centre managers (Computer Weekly Professional)

Reviews

D**S

A nice guide.

Bought to help me understand the workings of a position with a company I started working for and as such gave a nice insight into what can, could and should be done to get on within this setting.

20.01.2014

D**Z

Very good book

I just started a new job and needed to catch up with various procedures of a successful Helpdesk. This book wa an excellent resource!

27.04.2013

M**L

out of date

10.12.2016

L**R

How to manage the IT Help desk

Excellent read - easy, entertaining but full of real life scenarios tha will help anyone looking after a help desk - from small depts to a call centre.full of ways to motivate your team, get a better understanding of the users and get the company management ear.Fully recommended - I only recieved mine this morning and have found loads of inspiration,

3.03.2008

J**L

Fachliteratur fur jeder der ein IT Service Desk leitet

Ein sehr gutes pragmatische buch für jeder der ein IT Service Desk/Help Desk Manager ist oder ein werden will.Das Buch ist gut geschrieben und ist sehr zuganglich. Keine hoch uber theorie aber Pragmatismus.Das Buch enthält folgende ThemenTeil Eins: Was ist Support- Definition von Support- Support als eine Funktion der IT Abteilungen- Arten von Support- StrukturenTeil Zwei: Kundenmanagement- Was ist ein Kunde- Was wollen die?- Prioritäten- Kontakt halten- MarketingTeil Drei: Service Management- Analysieren der nachfrage- Realisierung- Excellence- SLA- Außer Haus Support- Internationale DimensionenTeil Vier: Arbeitslast Management- Pro und reaktive- Warteschlange managen- Delegieren und Eskalieren- Messen und Berichten- In Kontrolle seinTeil Fünf: Resource Management- Kostenrechtfertigung- Know-How- EquipmentTeil Sechs: Mitarbeiter Management- Der ideale Mitarbeiter- Motivation und ProduktivitatIch habe mehr als 20 Jahre Erfahrung in IT Support, in und out sourcing, in und out bound, Verbesserung, Management, Vertrieb, Aufbau, Motivierung usw.Ich kann sagen das dieses buch sehr gut ist.

19.07.2017

B**E

clear and useful

the book has all the tips you need to develop a good jobi used it as a reference when i developed my MBA thesisI found all I neededexcellent choice :)

5.09.2014

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