- Paperback: 240 pages
- Publisher: A Butterworth-Heinemann Title (5 Jun 1997)
- Language English
- ISBN-10: 0750638117
- ISBN-13: 978-0750638111
- Product Dimensions: 24.4 x 18.5 x 1 cm
- Average Customer Review: 4.7 out of 5 stars See all reviews (3 customer reviews)
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Amazon Bestsellers Rank:
917,669 in Books (See Top 100 in Books)
- #53 in Books > Business, Finance & Law > Management > Call Centre Management
- See Complete Table of Contents
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More About the Author
Product Description
Product Description
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The `How To' book that every I.T. department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in I.T! This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies.
`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
This book gives you techniques for:
· Justifying staff and other expenditure
· Gaining senior management support
· Getting the users on your side
· Running a motivated and productive team
· Designing and managing services and service levels
How to manage the I.T. helpdesk will help you design and launch your helpdesk and Support services, measure their success and ensure user's satisfaction.
This book:
· contains 30 chapters, 18 real-life case studies, 10 life maxims and 19 figures
· agrees with Lee Iacocca but it has the nerve to disagree with Tom Peters
· is a significant talking point on the Internet
· is the result of over 15 years real experience, so it is practical and nitty gritty
· is part of the `Computer Weekly Professional' series
Noel Bruton is a specialist consultant and trainer with over fifteen years' experience in the support and helpdesk industries. He writes with knowledge, experience, pragmatism and enthusiasm. Visit the authors' WWW page for Helpdesk managers at http://www.pcug.co.uk/~bruton/
`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
This book gives you techniques for:
· Justifying staff and other expenditure
· Gaining senior management support
· Getting the users on your side
· Running a motivated and productive team
· Designing and managing services and service levels
How to manage the I.T. helpdesk will help you design and launch your helpdesk and Support services, measure their success and ensure user's satisfaction.
This book:
· contains 30 chapters, 18 real-life case studies, 10 life maxims and 19 figures
· agrees with Lee Iacocca but it has the nerve to disagree with Tom Peters
· is a significant talking point on the Internet
· is the result of over 15 years real experience, so it is practical and nitty gritty
· is part of the `Computer Weekly Professional' series
Noel Bruton is a specialist consultant and trainer with over fifteen years' experience in the support and helpdesk industries. He writes with knowledge, experience, pragmatism and enthusiasm. Visit the authors' WWW page for Helpdesk managers at http://www.pcug.co.uk/~bruton/
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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Customer Reviews
Most Helpful Customer Reviews
2 of 2 people found the following review helpful
Format:Paperback
This book is a great introduction or re-education for those people tasked with managing an IT support function. I particularly enjoyed the sections on the corporate politics involoved in managing such a function. If I'd read this book 12 months ago I would have been saved a lot of painfull moments.
A book to read over and over again. A must have book in the library!
Format:Paperback
Paying a lot of money for a "used book" hurts, but this book was in excellent condition and worth every penny. Good service too, it arrived two days before I expected it to - good service!
1 of 2 people found the following review helpful
Format:Paperback
How to Manage the IT help desk is written from many years of practical experience in solving common problems associated with supporting computer users. The writing style is pragmatic and enthusiastic. The book is full of real-life examples of success and failure in User Support. Read it through, as a guide - or dip into it as a reference manual. By Noel Bruton
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