Building & Managing a World Class It Help Desk Paperback - 2001 - 1st Edition

Whether your goals include building a help desk from the ground up, or reinvigorating your existing help desk, this resource offers concrete methodologies for successful deployment. Determine the parameters of your ideal help desk, then follow a series of detailed procedures to create the organizational structure, build the space, and hire the people necessary to achieve your goals. "Building & Managing a World Class Help Desk" explains the short- and long-term benefits of operating a first-rate help desk, and how to maximize their impact on your company's efficiency, reputation, and ultimately its earnings.Identify critical drivers like customer base, company goals, and management style Examine the process of defining, documenting, and building your ideal help desk Establish a realistic budget and stick to it Find and keep the right people with step-by-step details on everything from defining skill sets to rotating staff and outsourcing Create organizational efficiencies with appropriate physical space and ergonomics Promote your help desk operations and services to customers Train, organize, and motivate your staff to prevent burnout and retain innovation Implement the latest technologies like workforce automation, customer relationship management, and system management packages