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9780471025443

Running An Effective Help Desk

Running An Effective Help Desk

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Product details

  • ISBN-13: 9780471025443
  • ISBN: 0471025445
  • Publisher: Wiley & Sons, Incorporated, John

AUTHOR

Czegel, Barbara

SUMMARY

THE BASICS. Getting Focused. INTERNAL WORKINGS OF THE HELP DESK. Structure. Problem and Work Management. Tracking. APPLYING TECHNOLOGY. Toward Automation. Help Desk Tools. OPTIMIZING PERFORMANCE. Measuring Performance. Marketing. Cost/Benefit Analysis. Outsourcing. CASE STUDIES. Help Desk Case #1: Set-Up. Help Desk Case #2: Starting into Automation. Help Desk Case #3: Working Well. References and Further Reading.Czegel, Barbara is the author of 'Running An Effective Help Desk' with ISBN 9780471025443 and ISBN 0471025445.

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