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Building & Managing a World Class IT Help Desk

Building & Managing a World Class IT Help Desk


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About the Book

Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.

Table of Contents:
Part I: What Is A Help Desk and Why Would I Want One? Chapter 1: Help Desk Concepts. Chapter 2: Why Do I Want One? Part II: I Want A Help Desk. Go Create One. Chapter 3: Identify the Drivers. Chapter 4: Define the As Is. Chapter 5: Define the Help Desk Processes. Chapter 6: Budgeting. Chapter 7: Organization Options. Chapter 8: Staffing Your Help Desk. Chapter 9: Tools for Your Help Desk. Chapter 10: Beginning Operations. Part III: I Like My Help Desk. How Can I Keep It Going? Chapter 11: Preventing Burnout. Chapter 12: Implement Some New Processes. Chapter 13: Measuring Your Help Desk. Chapter 14: Promoting Your Help Desk. Chapter 15: More Tools for Your Help Desk. Chapter 16: Developing Your People. Chapter 17: The Business of a Help Desk. Part IV: I Hate My Help Desk. Fix It! Chapter 18: Identify Perceived Issues. Chapter 19: Move Forward. Chapter 20: How Not to be Outsourced. Part V: Taking Your Help Desk to Another Level. Chapter 21: The People. Chapter 22: The Processes. Chapter 23: The Tools. Appendix A: Sample Job Descriptions. Appendix B: Sample Service Level Agreement.

About the Author :
Robert Wooten (Yorktown, Virginia) is Manager of Information Technology Services and Operations for a large wholesale distributor with over 9,000 employees. He has over 13 years experience in the IT field and directs a staff of 95 associates offering Systems and Database Administration, Networking, Help Desk, Training and Documentation, Telecommunications, Internet and Intranet services, and Asset Management.

Review :
"A quality help desk can make a critical difference in the day to day operations of a company. Building & Running: A World Class IT Help Desk by Bob Wooten is a complete blueprint for help desk success." - Anne Martinez, CCNA, MCSE, Author of Get Certified and Get Ahead."


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Product Details
  • ISBN-13: 9780072132373
  • Publisher: McGraw-Hill Education - Europe
  • Publisher Imprint: McGraw-Hill Professional
  • Height: 231 mm
  • No of Pages: 583
  • Spine Width: 34 mm
  • Width: 183 mm
  • ISBN-10: 007213237X
  • Publisher Date: 16 May 2001
  • Binding: Paperback
  • Language: English
  • Returnable: N
  • Weight: 1074 gr


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