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Running an Effective Help Desk, 2nd Edition Paperback – March 13, 1998


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Running an Effective Help Desk, 2nd Edition + Help Desk Practitioner's Handbook + Introduction to Help Desk Concepts and Skills
Price for all three: $167.05

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Editorial Reviews

From Library Journal

Czegel covers all aspects of help-desk design and implementation: staffing, training, evaluation, problem resolution, tracking, marketing, and outsourcing. She covers traditional help desks with telephones and the new help desk on the Internet. Aimed at business managers and information technology departments supporting commercial products, this book will work for general circulating collections that support businesspeople as well as corporate collections. There is also a close fit between the business help desk and the public library reference desk that is providing service for walk-up patrons, voice and FAX phone access, and information via E-mail and the web; as such, this may be useful for libraries considering expanding reference access.
Copyright 1998 Reed Business Information, Inc.

Review

"This manual...presents information on this topic in a practical and approachable manner." (From Libraries Unlimited, Library and Information Science Annual, 1999)

"...Barbara Czegel has written a book that will hold your hand if you have to set up or manage a helpdesk and aren't perhaps the most technical or even most organised person in the organisation. The focus of this book is not just on the how, but the why. Czegel writes in a straightforward, uncluttered style, with plenty of insights and lots of checklists..." (Local Government Executive, October 2001)
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Product Details

  • Paperback: 464 pages
  • Publisher: Wiley; 2 edition (March 13, 1998)
  • Language: English
  • ISBN-10: 0471248169
  • ISBN-13: 978-0471248163
  • Product Dimensions: 7.5 x 1 x 9.2 inches
  • Shipping Weight: 2 pounds (View shipping rates and policies)
  • Average Customer Review: 4.2 out of 5 stars  See all reviews (12 customer reviews)
  • Amazon Best Sellers Rank: #973,346 in Books (See Top 100 in Books)

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Customer Reviews

4.2 out of 5 stars
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Most Helpful Customer Reviews

36 of 38 people found the following review helpful By Linda Zarate on April 9, 2001
Format: Paperback
This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.
Ms. Czgel starts with an initial strategy that is focused on planning help desk services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a help desk. More importantly, in my opinion, is the process that she proposes for careful selection of services to provide. My experience has shown that an overly ambitious set of service goals will kill a help desk implementation early in its life by offering a too much before there is a stable help desk process in place. As such, Ms. Czgel's approach is realistic and lays the foundation for a success implementation. I especially liked the use of customer profiles and the emphasis on roles and responsibilities early in the planning process.
The section on the actual design of the help desk structure provides insights and information that can be applied to a large number of solutions. Since help desks will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. I liked the excellent tips on how to best structure the help desk to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when help desks are established. I also found the chapter on consolidating help desks valuable because this is a common project that many companies face.
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19 of 19 people found the following review helpful By Michael Darmody (mdarmody@answerthink.com) on May 21, 1999
Format: Paperback
This is the best how-to book on this subject. The author has real-world experience and it shows in the organization of the book. It contains practical insight on managing the outsourcing of help desk services. It seeems to be generic by design. If you have industry-, company- or culture-specific issues, you may have to do some more research. Great starting point for new help desk managers.
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13 of 13 people found the following review helpful By A Customer on August 12, 2001
Format: Paperback
The reason I purchased this book was that I found myself creating a helpdesk from scratch. If you are looking for a how to book that will guide on the path of creating a very effective IT helpdesk, this is it. It will show you not only the right way to do things, but also alert you of possible pitfalls. It will teach you how to do things that not really come to mind right away, like how to hire the right people for the job, increasing your budget (to get more helpdesk techs!), the scope of your duties, etc. I keep it in my desk for quick reference.
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11 of 13 people found the following review helpful By Dennis G. Ravenelle on November 26, 2002
Format: Paperback
This book has a 1998 copyright date -- that's my own stupidity! To quote the author, "buy in haste, repent in leisure." I bought it because of the reviews on the site.
Always check the copyright date before you buy!
It is verbose and without substance.
If you've spent more than a week in any kind of enterprise environment, you should know most of what is in here.
If anyone really wants it, I'll gladly give you a good deal on my copy!
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18 of 23 people found the following review helpful By Stan Kuback on September 23, 1999
Format: Paperback
Provides a soild review of the fundmentals required to run and maintain an effective IT help desk.
I found the information for collecting and reporting help desk performance data to be of great value.
I use the collective information as a daily referecnce to help ensure that my help desk delivers top notch customer support.
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10 of 13 people found the following review helpful By A Customer on March 31, 1999
Format: Paperback
This book is execelent, it contains all you need to stablisk a vere effective help desk, it's full of very good examples, practice suggestions, and it covers all from how to designing it to how to implement it on a web server
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Running an Effective Help Desk, 2nd Edition
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