Building & Managing a World Class IT Help Desk

Building & Managing a World Class IT Help Desk

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What is a help desk? A help desk is a department within a company that responds to user's technical questions. Most large companies have help desks to answer user questions. Questions and answers can be delivered by telephone, e-mail, BBS or fax. This guide should help readers build, improve or maintain a successful help desk. The resource details a step by step methodology for help desk implementation and continous improvement, including tools, tips and techniques to make the help desk more efficient. The author shows how to select, implement and utilise new technology for help desks such as web based help desks, electronic display boards and call management packages. The guide also gives real life examples that demonstrate the successes and failures involved in creating and maintaining a help desk.easier reshuffling of desks, whereas offices are more permanent and harder to modify. Figure 9-1 shows a sample layout for a small Help Desk work area. Larger Help Desks can utilize the same principles with just more desks and offices.

Title:Building & Managing a World Class IT Help Desk
Author:Bob Wooten
Publisher:McGraw-Hill Osborne Media - 2001


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