Effective User Support: How to Manage the IT Helpdesk

by NoelBruton (Author)

• Used

  Paperback
  1995

  $4.16

  This book provides a hands-on guide to managing the help desk from every aspect. It includes a lot of usable tools for the harassed manager such as a product knowledge matrix which should help the manager assess the expertise for their department for every product, and guides to measuring telephone manner and productivity. The book also covers international help-desks, and gives tools for measuring productivity and skills and features ten key steps for successful support.