How to Manage the IT Help Desk, Second Edition (Computer Weekly Professional) [Paperback]

Noel Bruton (Author)

Book Description

ISBN-10: 0750649011 | ISBN-13: 978-0750649018 | Publication Date: May 6, 2002 | Edition: 2

Are you overworked, unappreciated and under-resourced? This book understands you, and 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. How to be successful at probably the most stressful job in IT

This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies.

This book gives you techniques for:
*Justifying staff and other expenditure
* Gaining senior management support
* Getting the users on your side
* Running a motivated and productive team
* Designing and managing services and service levels

The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on:

* Customer Relationship Management - definition and the role of the helpdesk
* E-Support and the Internet
* Contrasting the Call Center and the Helpdesk
* first, second and third line support
* Operational Level Agreements
* Strategies for backlog management
* Telephone technologies in user support

In addition there is:
* A new Template for a Service Level Agreement
* An Improved cost justification model for the Internal Helpdesk
* A New cost justification model for the External Helpdesk

New topics include:
- Lines of support
- The rise of the call center
- Knowledge bases
- The Intranet
- The Internet
- The external helpdesk
- Backlog management
- Industry standards
- Calculating headcountReflects technological advancements in software and the Internet
Covers new ways of working: teleworking; virtual offices; keeping staff and customers connected through corporate networks from remote locations.

Editorial Reviews

Review

"Noel's passion for the industry combined with years of personal experience in the field makes him uniquely qualified to help you deliver great helpdesk customer service no matter how hopeless you think your current work environment is."
- Phil Verghis, Vice President, Service Delivery, Akamai Technologies USA and multiple award-winning author of the Internet Helpdesk FAQ

"Helpdesk managers weary of industry jargon, nonsensical acronyms, and technological hype will be relieved to find a book that talks their language. Despite years of experience, Noel Bruton has managed to remain firmly rooted in reality, and is able to clearly describe the complexities involved in the helpdesk, while remembering that it is often the most basic of issues that require the most attention."
- James West, Editor, Customer Service News Magazine

"This book won't tell you how to get your printer working with your word processor - it's better than that. It tells you how to deploy your Support staff so as to have the best chance of preventing or fixing such problems. If you're in charge of a PC Support group, or would like to be one day, get this book and read it."
- Dr. Alan Solomon

About the Author

Noel Bruton is an independent consultant and trainer with a global business reputation. His experience is sought by commercial and public service organizations, conferences, press and broadcast media around the world. He has been in IT since 1979 and advising corporations on improving IT support methods since 1991. He writes with knowledge, pragmatism and infectious enthusiasm. Visit his Website for helpdesk and call-center service managers at http://www.noelbruton.com

Product Details

• Paperback: 372 pages
• Publisher: Butterworth-Heinemann; 2 edition (May 6, 2002)
• Language: English
• ISBN-10: 0750649011
• ISBN-13: 978-0750649018
• Product Dimensions: 9.6 x 7.4 x 0.9 inches
• Shipping Weight: 1.6 pounds (View shipping rates and policies)
• Average Customer Review: 2.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #1,375,837 in Books (See Top 100 in Books)
  • #85 in Books > Computers & Technology > Business & Culture > Technical Support

More About the Author

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

Most Helpful Customer Reviews

0 of 1 people found the following review helpful:

3.0 out of 5 stars Helpdesk jobs, April 14, 2009

By 

Lucas J. Brictson - See all my reviews
(REAL NAME)   

This review is from: How to Manage the IT Help Desk, Second Edition (Computer Weekly Professional) (Paperback)

This book was a great help with my helpdesk experience. While useful I found http://www.Helpdeskcrossing.com to be an invaluable resource when looking for a job to apply this book to. I highly recommend that website in addition to this book, a great combo!

3 of 7 people found the following review helpful:

1.0 out of 5 stars I don't care about his writing style, April 18, 2006

By 

A. Jaffery "I.T.errorist" - See all my reviews
(REAL NAME)   

This review is from: How to Manage the IT Help Desk, Second Edition (Computer Weekly Professional) (Paperback)

I was incharge of starting up a new help desk. This book was definitely the wrong book for that. I thought it was going to be more basic, foundational level instructions.

I guess it was not what I was looking for...