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Help Desk Manager's Crash Course Paperback – November 9, 2009
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Top Customer Reviews
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!
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...
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.
I wish I had this book when I was first starting my help desk career - would have saved alot of time, effort and pain!
Most Recent Customer Reviews
I have been managing service operations for years now and this book covers all the core competencies necessary to be successful managing a service operations department. Read morePublished 12 months ago by joMamma
It is a very succinct explanation of several very complex components of the help desk. Good quick read as a refresherPublished 13 months ago by Terri L Pressel
Too basic for me. Bought it thinking it would be worthwhile, but much of it is quite obviously. Don't purchase it if you think you'll get lots of good info from it... Read morePublished 19 months ago by Chris Shenefield
Yes, I agree with other reviews, its a bit thin on content and everyone calls the helpdesk service desk nowadays. Read morePublished 20 months ago by stefan waibel
The concepts in the book are very helpful and well explained. It's an easy read with lots of great information concerning the Help Desk functions.Published 22 months ago by Dana Thompson
80 pages of headings and bullet-points shouldn't qualify as a book. While what is said may be relevant, the same info can be easily googled.Published on December 20, 2013 by Steve