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Building and Running a World Class IT Help Desk : Career Ser. - Robert J. Wooten

Building and Running a World Class IT Help Desk

Career Ser.

Paperback Published: 26th April 2001
ISBN: 9780072132373
Number Of Pages: 604

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What is a help desk? A help desk is a department within a company that responds to user's technical questions. Most large companies have help desks to answer user questions. Questions and answers can be delivered by telephone, e-mail, BBS or fax. This guide should help readers build, improve or maintain a successful help desk. The resource details a step by step methodology for help desk implementation and continous improvement, including tools, tips and techniques to make the help desk more efficient. The author shows how to select, implement and utilise new technology for help desks such as web based help desks, electronic display boards and call management packages. The guide also gives real life examples that demonstrate the successes and failures involved in creating and maintaining a help desk.

"A quality help desk can make a critical difference in the day to day operations of a company. Building & Running: A World Class IT Help Desk by Bob Wooten is a complete blueprint for help desk success." - Anne Martinez, CCNA, MCSE, Author of Get Certified and Get Ahead."

Acknowledgmentsp. xiv
Introductionp. xvi
What Is a Help Desk and Why Would I Want One?
Help Desk Conceptsp. 3
What to Look Forp. 4
Defining a Help Deskp. 5
Understanding Several Help Desk Names and Termsp. 6
Quick Recapp. 8
Why Do I Want One?p. 9
What to Look Forp. 10
Reasons to Create Your Own Help Deskp. 11
Quick Recapp. 14
Action Plan Checklistp. 14
I Want a Help Desk. Go Create One
Identify the Driversp. 17
The Peoplep. 18
The Processesp. 19
The Toolsp. 19
What to Look Forp. 19
Senior Managementp. 20
The IT Departmentp. 24
Vendorsp. 24
Customersp. 25
Add Some Needs of Your Ownp. 30
Quick Recapp. 51
Defining the As Isp. 53
What to Look Forp. 54
The Importance of Defining the As Is Environmentp. 54
Questions That Must Be Answeredp. 55
What Is the Environment Like in Which the Help Desk Will Be Placed?p. 69
Quick Recapp. 71
Define the Help Desk Processesp. 73
What to Look Forp. 74
Mission Statementp. 75
Determine the Services the Help Desk Will Providep. 78
Define Standardsp. 80
Hours of Operationp. 82
Call Routingp. 84
Problem Handlingp. 89
Notificationp. 107
Customer Responsibilitiesp. 113
IT Department Responsibilitiesp. 126
Internal Communicationsp. 129
Quick Recapp. 135
Budgetingp. 137
What to Look Forp. 138
Know the Rules of the Gamep. 139
Income Sourcesp. 140
Cost or Expense Itemsp. 152
Getting Budgetary Approvalp. 161
People vs. Toolsp. 171
Budgeting Is Not a One-Time Eventp. 172
Quick Recapp. 173
Organization Optionsp. 175
What to Look Forp. 176
Organizational Chart Factorsp. 176
Organizational Chart Optionsp. 182
Handling Mergers and Acquisitionsp. 193
Quick Recapp. 201
Staffing Your Help Deskp. 203
What to Look Forp. 204
Job Descriptionsp. 205
Skill Sets of Your Teamp. 210
Management Skillsp. 218
Determining Headcount Strategiesp. 225
Methods to Find Agentsp. 229
Interviewingp. 232
Quick Recapp. 241
Tools for Your Help Deskp. 243
What to Look Forp. 244
The Help Desk Work Areap. 244
Help Desk Communication Devicesp. 249
Help Desk Equipment and Technologiesp. 254
A Common Area for Help Desk Agentsp. 256
Culturep. 257
Quick Recapp. 258
Beginning Operationsp. 259
What to Look Forp. 260
A New Person's First Dayp. 260
The Help Desk's First Dayp. 268
Quick Recapp. 285
Action Plan Checklistp. 287
I Like My Help Desk. How Can I Keep It Going?
Preventing Burnoutp. 291
What to Look Forp. 292
Protect Your Help Desk from the Threat of Burnoutp. 293
Signs of Burnoutp. 294
Ways to Reduce Burnoutp. 294
Quick Recapp. 304
Implement Some New Processesp. 305
What to Look Forp. 306
Service Level Agreementsp. 306
Increase Your Support Offeringsp. 318
Asset Managementp. 319
Standardsp. 320
Change Managementp. 321
Intern Programsp. 325
Trainingp. 327
Quick Recapp. 330
Measuring Your Help Deskp. 333
What to Look Forp. 334
Rules of Help Desk Measurementp. 334
Quantitative Measurementsp. 344
Qualitative Measurementsp. 353
Quick Recapp. 357
Promoting Your Help Deskp. 359
What to Look Forp. 360
The Promotional Campaignp. 360
Quick Recapp. 370
More Tools for Your Help Deskp. 371
What to Look Forp. 372
Call Management Packagesp. 373
Phone Toolsp. 385
Electronic Display Boardsp. 388
Web Pagep. 389
Computer Labp. 396
Additional Knowledge Managementp. 396
Quick Recapp. 398
Developing Your Peoplep. 401
What to Look Forp. 402
Agent Career Life Cyclep. 402
Associate Reviewsp. 408
Developing Teamsp. 414
Developing Managersp. 418
Quick Recapp. 422
The Business of a Help Deskp. 423
What To Look Forp. 424
Total Cost of Ownershipp. 424
Software Maintenance Contractsp. 434
Implementation and Services Contractsp. 436
Quick Recapp. 437
Action Plan Checklistp. 438
I Hate My Help Desk. Fix It!
Identify Perceived Issuesp. 441
What to Look Forp. 442
Interview Stakeholdersp. 442
Review Metricsp. 444
Common Causes of Complaintsp. 444
Quick Recapp. 468
Move Forwardp. 469
What to Look Forp. 470
Watch What Is Happeningp. 470
Build upon Your Strengthsp. 471
Overcome Your Weaknessesp. 472
Communicate Your Action Planp. 481
Quick Recapp. 482
How Not To Be Outsourcedp. 483
What to Look Forp. 484
Know Your Help Desk and Its Processesp. 484
Make Sure Others Know You, Toop. 486
Do Things Better, Faster, and Cheaperp. 487
Your Overall Approachp. 489
Quick Recapp. 489
Action Plan Checklistp. 490
Taking Your Help Desk to Another Level
The Peoplep. 493
What to Look Forp. 494
Organizational Empowermentp. 494
Developing Leadersp. 495
Outsourcing Revisitedp. 497
Compensation Plansp. 498
Vendor Councilsp. 504
Customer Trainingp. 505
Quick Recapp. 506
The Processesp. 507
What to Look Forp. 508
Measuring Othersp. 508
Procurement Servicesp. 512
Hardware Repair Servicesp. 515
Disaster Recoveryp. 516
Telecommutingp. 523
Quick Recapp. 526
The Toolsp. 529
What to Look Forp. 530
Workforce Managementp. 531
Customer Relationship Management Packagesp. 534
Technology Integrationp. 544
Telephony Practicesp. 546
System Management Packagesp. 547
Quick Recapp. 549
Action Plan Checklistp. 549
Sample Job Descriptionsp. 551
Sample Service Level Agreementp. 557
Scopep. 558
Contacting the Help Desk for Assistancep. 558
Hours of Operationp. 559
Problem Severity Levelsp. 559
Severity Level Definitionsp. 559
Escalationp. 559
Notificationp. 560
Standardsp. 561
Contact Listp. 561
Service Performance Measuresp. 561
Signaturesp. 562
Glossaryp. 563
Indexp. 573
Table of Contents provided by Syndetics. All Rights Reserved.

ISBN: 9780072132373
ISBN-10: 007213237X
Series: Career Ser.
Audience: General
Format: Paperback
Language: English
Number Of Pages: 604
Published: 26th April 2001
Publisher: McGraw-Hill Education - Europe
Country of Publication: US
Dimensions (cm): 23.5 x 19.1  x 3.0
Weight (kg): 1.02