Running an Effective Help Desk, 2nd Edition
||Author: Barbara Czegel|
List Price: $50.00
Our Price: Click to see the latest and low price
Publisher: John Wiley & Sons (13 March, 1998)
Sales Rank: 47,464
Average Customer Rating: 4 out of 5
Customer ReviewsRating: 4 out of 5
Good helpdesk book.
Strong in case studies, surveying, outsourcing, metrics, prioritizing, support tools.
Rating: 1 out of 5
This book has a 1998 copyright date -- that's my own stupidity! To quote the author, "buy in haste, repent in leisure." I bought it because of the reviews on the site.
Always check the copyright date before you buy!
It is verbose and without substance.
If you've spent more than a week in any kind of enterprise environment, you should know most of what is in here.
If anyone really wants it, I'll gladly give you a good deal on my copy!
Rating: 5 out of 5
The one to get!!!
The reason I purchased this book was that I found myself creating a helpdesk from scratch. If you are looking for a how to book that will guide on the path of creating a very effective IT helpdesk, this is it. It will show you not only the right way to do things, but also alert you of possible pitfalls. It will teach you how to do things that not really come to mind right away, like how to hire the right people for the job, increasing your budget (to get more helpdesk techs!), the scope of your duties, etc. I keep it in my desk for quick reference.
· How to Manage the IT Helpdesk - A Guide for User Support and Call Center Managers
· Help Desk Practitioner's Handbook
· The Complete Help Desk Guide
· Building & Managing a World Class IT Help Desk