The Virtual Help Desk: Strategic Management Center - Softcover

Inhaltsangabe

Given the sophistication and complexity of today's technology, and the accelerated speed at which it is moving, even the computer professional needs more knowledge, help and handholding. All kinds of companies - from vendors of hardware, software, and networks, like Microsoft, IBM, Digital and others, to business with their own internal Information Technology Staff - need to set-up computer Help Desks to answer complex questions. The Virtual Help Desk provides an understanding of how Help Desks can organize the information users and providers need for higher staff productivity in today's competitive world. The Virtual Help Desk reinforces the ways in which companies manage their service and support effort in the most efficient, economical and effective manner. The Virtual Help Desk focuses on customers, not developers.
Thomas and Steele explain Help Desk functions through actual in-house, on-site case studies based on their comprehensive experience. They go on to explore new thinking about Help Desks, including Management Centers. The Virtual Help Desk captures some of the shortfalls that others have encountered and reveals how improvements in Help Desks can be accomplished despite the size and maturity of the operation.
The Virtual Help Desk offers a comprehensive view of how to strategically develop and manage the most effective Help Desk. Readers will become more familiar with the missions and values of Help Desks, and learn new techniques and applications, tools and methodologies, and critical success factors for the optimum help desk.

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