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How to Manage the IT Help Desk (Computer Weekly Professional) 2nd Edition

3.3 out of 5 stars 4 customer reviews
ISBN-13: 978-0750649018
ISBN-10: 0750649011
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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

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Product Details

  • Series: Computer Weekly Professional
  • Paperback: 372 pages
  • Publisher: Routledge; 2 edition (April 22, 2002)
  • Language: English
  • ISBN-10: 0750649011
  • ISBN-13: 978-0750649018
  • Product Dimensions: 1 x 7.5 x 9.8 inches
  • Shipping Weight: 1.6 pounds
  • Average Customer Review: 3.2 out of 5 stars  See all reviews (4 customer reviews)
  • Amazon Best Sellers Rank: #2,344,718 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

Format: Paperback
Mr. Bruton does a fine job of highlighting the symptoms of under performing IT helpdesk support services and provides a wealth of information on how to remedy them. Topics discussed range from staff, equipment, and several stratgies on how to effectively manage the helpdesk against an endless que of support requests.

Though showing some signs of age, this is well worth your time if you are looking for a tome on how to take your helpdesk to a greater level of maturity.
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Format: Paperback Verified Purchase
the book has all the tips you need to develop a good job
i used it as a reference when i developed my MBA thesis
I found all I needed
excellent choice :)
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Format: Paperback
This book was a great help with my helpdesk experience. While useful I found [...] 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!
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Format: 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...
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