Written by Ron Muns, the founder of Help Desk Institute, The Help Desk Handbook is a valuable guide for setting up a help desk. With this book you get sample forms, procedures, policies, reports and graphs. This book also covers job descriptions, specialists versus generalists, team building, burnout, measuring customer satisfaction, and recording, diagnosing, assigning, managing, and analyzing problems.
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About the Author
Ron Muns is an international leader in help desks/customer support industry and is frequently quoted on key issues and concerns. He is credited with having a significant global impact on the professionalism of the help desk/customer services industry. A featured speaker at conferences throughout the world, Ron has published some of the most highly rated industry surveys and workbooks, notably The Help Desk Handbook. The Help Desk Handbook is based upon input from hundreds of organizations that participated in over 50 roundtable discussions in which best practices were developed in a collaborative group process. He has more than 25 years of experience as the founder of the Help Desk Institute (HDI), as a software engineer, as the creator of several successful commercial software products, as a "Big Six" consultant, and as an IT strategist. Ron has recently repurchased the Help Desk Institute back from Ziff-Davis (Ziff-Davis owned HDI since 1992). Ron is a Certified Public Accountant, Certified Information Systems Auditor, and holds a Certificate in Data Processing. He has a Bachelors Degree in Business Statistics from the University of Texas at Austin. Ron was the founder of Bendata, Inc., a software company providing solutions to the help desk/customer services marketplace. Ron sold Bendata in 1996 and now focuses his energies on meeting the needs of the members of the Help Desk Institute.
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