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How to Manage the IT Help Desk: A Guide for User Support and Call Center (Computer Weekly Professional) Paperback – 8 Apr 2002


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Product details

  • Paperback: 372 pages
  • Publisher: Routledge; 2 edition (8 April 2002)
  • Language: English
  • ISBN-10: 0750649011
  • ISBN-13: 978-0750649018
  • Product Dimensions: 2.5 x 19 x 24.8 cm
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Bestsellers Rank: 349,528 in Books (See Top 100 in Books)
  • See Complete Table of Contents

More About the Author

Noel Bruton was born in Manchester, not far from Old Trafford, which gave rise to his interest in the fortunes of Manchester United FC; and just in time for rock and roll, which may have contributed to his other love, of making music.

He has written management books and other specialist texts for the IT industry, including the seminal project that began as 'Effective User Support' and evolved into the bestselling 'How to Manage the IT Helpdesk'. 'The Virus Doctors' was his first, and to date only foray into fiction. A further non-fiction work, 'Managing the IT Services Process' followed in 2007.

Bruton was also one of the three-man team that produced the hit computer adventure game 'Rhiannon: Curse of the Four Branches', for which he was the lead coder, while also composing and producing the soundtrack. Other musical compositions of his can be heard in various production media libraries. He lives in West Wales with his long time partner, Karen, and still doesn't know what he wants to be when he grows up.

Product Description

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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Most Helpful Customer Reviews

By Eezilypleezed on 20 Jan. 2014
Format: Paperback Verified Purchase
Bought to help me understand the workings of a position with a company I started working for and as such gave a nice insight into what can, could and should be done to get on within this setting.
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By Dehren on 27 April 2013
Format: Paperback Verified Purchase
I just started a new job and needed to catch up with various procedures of a successful Helpdesk. This book wa an excellent resource!
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1 of 2 people found the following review helpful By L. Taylor on 3 Mar. 2008
Format: Paperback
Excellent read - easy, entertaining but full of real life scenarios tha will help anyone looking after a help desk - from small depts to a call centre.

full of ways to motivate your team, get a better understanding of the users and get the company management ear.

Fully recommended - I only recieved mine this morning and have found loads of inspiration,
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: 3 reviews
clear and useful 5 Sept. 2014
By Beatriz Martinez Egozcue - Published on Amazon.com
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 :)
1 of 4 people found the following review helpful
Helpdesk jobs 14 April 2009
By Lucas J. Brictson - Published on Amazon.com
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!
3 of 9 people found the following review helpful
I don't care about his writing style 18 April 2006
By A. Jaffery - Published on Amazon.com
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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