Running an Effective Help Desk (Paperback)
Barbara Czegel; Czegel
Wiley
9780471248163
0-471-24816-9
The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget,.
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staff, implement, track, upgrade, and even outsource your organization's Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet; provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk; and supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects. On the companion website you'll find real-life Web-based Help Desk examples, and all the templates from the book in HTML and Word formats.
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