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Help Desk Manager's Crash Course Paperback – November 9, 2009

3.8 out of 5 stars 15 customer reviews

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Editorial Reviews

About the Author

Phil Gerbyshak is the chief connections officer who works with small businesses and organizations to increase employee & customer engagement by using social media to create and build relationships. He helps them understand it’s really not about the tools; it’s all about the conversations they participate in and the connections they create and cultivate. Phil currently travels the world doing keynotes and training for organizations looking to better connect with their employees and their customers. Phil worked in IT for the past 15 years, and has focused his efforts on understanding and leveraging the social media space for over 8 years. His work building relationships using blogs was first spotlighted in the 2005 book What Nobody Ever Tells You About Blogging and Podcasting: Real Life Advice from 101 People Who Successfully Leverage the Power of the Blogosphere and has since been profiled in numerous outlets online and off. In addition to doing keynote and breakout addresses, Phil greatly enjoys coaching others in the simple strategies and tactics that make life great. His first book 10 Ways to Make It Great! was published in 2006 and inspired many to make the changes in their life to go from good…to GREAT. His second book Help Desk Manager’s Crash Course offers managers a guidebook for hiring, firing, discipline, and more. And now, in his fourth book, Phil has updated his best selling second book with new insights for new and experienced managers alike. --This text refers to an alternate Paperback edition.
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Product Details

  • Paperback: 90 pages
  • Publisher: BookSurge Publishing (November 9, 2009)
  • Language: English
  • ISBN-10: 1439258082
  • ISBN-13: 978-1439258088
  • Product Dimensions: 8.2 x 0.2 x 10.5 inches
  • Shipping Weight: 9.6 ounces (View shipping rates and policies)
  • Average Customer Review: 3.8 out of 5 stars  See all reviews (15 customer reviews)
  • Amazon Best Sellers Rank: #1,324,909 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

Format: Paperback
Every help desk manager ended up in the HD business by accident; none of us majored in help desk management or customer service in college. When you start running a HD, you realize that(a) you have almost no idea what you're doing and (b) you look for every book, article and video you can find to help you.

Happily, Phil Gerbyshak & Jeff Brooks have done new managers, and all of us in the support business, a great service by writing "Help Desk Manager's Crash Course." It is exactly what newbies' need during the first 90 days on the job and thereafter as a reference tool. It is well written, imaginative and full of good ideas for new managers. I am not too proud to admit that, even as a veteran of this business, I use it regularly when I'm looking for a fresh perspective on old problems and when I need a reminder of what's important.

Phil and Jeff are experienced managers that know what they are writing about and they write very well! This is a dynamic, exciting, serious book that will be a life perserver for new managers and a superb refresher for "old" ones. If you're a help manager, buy this book, read it once and then read it again! You'll be glad you did and so will your employee's and your customers!
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Format: Paperback
This is a great book for both the first time Help Desk Manager as well as those of us who have been in the business for a while. I not only have a copy of this book, but have given copies of it as gifts to friends in the industry. It is a must read for all. Thanks Phil and Jeff - you guys ROCK!
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Format: Paperback
The Help Desk Manager's Crash course is a great way to get up to speed fast if you have been given the job of handling the support function at your organization. If you want additional value, request one of the Authors come to your organization to get the entire help desk team moving in the right direction.

As someone that has been in the industry a long time, we often need a refresh even if we "know it all". This book will remind seasoned managers of the meat and potatoes of our business, and help the "newbies" to get up to speed in record breaking time. And the price? Come on; this is a great bargain and you will find yourself referencing it often...

These two authors have dedicated their life to support, and are now sharing their vast experience in this book. Take advantage of their willingness to share their knowledge.

Don't re-create the help desk "wheel"; buy the book...
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By Jeremy Roe on November 11, 2011
Format: Kindle Edition Verified Purchase
I know this book doesn't cover all areas for management but as a new helpdesk lead it is not "over the top manage a project", it really does focus on effectively leading people/helpdesks, delegating tasks and working with your employees. I'm 24% done and loving it so far. Its a very light read on the kindle. When you only have 2 weeks before starting, its a great refresher that isn't 500 pages of fluff.
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Format: Kindle Edition Verified Purchase
I actually bought this book accidentally, by clicking on the wrong button while I wanted to preview the book. Nevertheless, I decided to keep it and read it. While I found the information quite useful, is is a bit 'thin' and the associated website that is referred to in the book is completely deserted.

There is a new version "Service Desk Manager's Crash Course" which you should rather consider - but no e-book option. That book has an active site associated with it.
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Format: Paperback
Invaluable knowledge for all help desk managers, call center managers, team leads, supervisors and those wishing to move into the leadership of an organization. Covering management basics such as performance reviews as well as industry specific knowledge on metrics and escalations. A perfect reference manual written in an easy-to-read and easy-to-apply style.

I wish I had this book when I was first starting my help desk career - would have saved alot of time, effort and pain!
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Format: Paperback Verified Purchase
This book is short and to the point. Don't let that fool you. It's got some down to earth advice and tips that even non techie managers should know.
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Format: Kindle Edition Verified Purchase
Basics covered quickly
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