Effective user support : how to manage the IT helpdesk /
Effective User Support provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. Noel Bruton clearly shows how the helpdesk can increase the productivity of its clients...
Uloženo v:
| Hlavní autor: | |
|---|---|
| Médium: | Kniha |
| Jazyk: | English |
| Vydáno: |
London :
McGraw-Hill,
c1995.
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| Témata: |
Obsah:
- 1. Defining computer user support
- 2. Support as an IT function
- 3. Forms of support
- 4. Typical support structures
- 5. Support functions
- 6. What is a 'customer'?
- 7. What do they want?
- 8. Prioritizing clients
- 9. Keeping in contact
- 10. Customer service in IT support
- 11. A view from above
- 12. Marketing the Support Department
- 13. Analysing service needs
- 14. Putting services in place
- 15. Excellence in support service
- 16. Service level agreements
- 17. Support from outside
- 18. The international dimension
- 19. Reactivity and proactivity
- 20. Managing the queue
- 21. Delegation and escalation
- 22. Measurement and reporting
- 23. Controlling the workflow
- 24. Justifying user support expenditure
- 25. Knowledge
- 26. Equipment
- 27. The ideal support person
- 28. Motivation and productivity
- 29. Staffing and structure
- 30. User support management considerations.