Customer Reviews

Microsoft Sourcebook for the Help Desk: Techniques and Tools for Support Organization Design and Management

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Whether you are creating a technical help desk, customer service operation or enterprise effort, the Microsoft Sourcebook is the guide to follow. Detailed approaches and examples are given for all aspects of creating and managing a help desk operation. Helpful topics include ticket management, staff projections, and working with expert tier two teams. Many help desks use the job descriptions from the book when posting positions. A CD for the sample forms is very helpful.

I am a network administrator here in our university (U of Chicago). Most of the time when students asked me for help this is the first book I would consult, it gives the technical and the psychology of hands on computing in a Microsoft environment. All I can say is this book is a must for instructors and administrators who are responsible for novices!

It seemed that Microsoft Press needed to fill many pages before publishing this book. It does do what it says, include info on how to get people into a help desk and what can be expected. It trains and gives ideas to the managers and I especially liked their grid on staffing the help desk and all the things to take into consideration.

Still, it lacked info, like what were the best ways to create a knowledge base for the help desk, it just kept mentioning that it was important and left it at that. And the websites as reference at the back of the book are not that hot. The CDs could be better also.

So in other words, it is a typical Microsoft product, something with great potential that does not live up to expectations but is expected to sell wonderfully because it has the Microsoft logo over it.

For the price of the book I was expecting some great tips and wisdom on help desk and support. Instead, the book only offered surface level information. Almost the last half of the book is a Resource Directory - Most, if not all, of this information can be found in simple web searches. To add insult to injury, the CD does not offer any usable templates or checklists.

AN GOOD WAY TO SOLVE THE MOST COMMON PROBLEMS ON WINDOWS .

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