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How to Manage the IT Helpdesk: A guide for user support and call centre managers Paperback – 5 Jun 1997

4.4 out of 5 stars 7 customer reviews

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Product details

  • Paperback: 240 pages
  • Publisher: A Butterworth-Heinemann Title (5 Jun. 1997)
  • Language: English
  • ISBN-10: 0750638117
  • ISBN-13: 978-0750638111
  • Product Dimensions: 1.9 x 19 x 24.8 cm
  • Average Customer Review: 4.4 out of 5 stars 7 customer reviews
  • Amazon Bestsellers Rank: 1,215,011 in Books (See Top 100 in Books)
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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

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

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27 August 1998
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16 September 1999
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