How to Manage the IT Helpdesk: A Guide for User Support and Call Centre Managers, 2nd edition by Noel Bruton, softcover, 347 pages, 2002, $75.95



If you are a Helpdesk or Support manager, senior technician, or I.T. manager, this book is aimed at you.  The "How To" book that every I.T. department needs, it will help turn your helpdesk into a company asset.  This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies.  This book gives you techniques for:

  • Justifying staff and other expenditure
  • Gaining senior management support
  • Getting the users on your side
  • Running a motivated and productive team
  • Designing and managing services and service levels

The second edition of this popular book brings updates to several of the author's ideas, strategies, and techniques with new material on:

  • Customer relationship management
  • Definition and role of the help desk
  • e-Support and the Internet
  • Contrasting the call center and the help desk
  • First, second, and third line support
  • Operation level agreements
  • Strategies for backlog management
  • Telephone technologies and user support

In addition there is:

  • A new template for a service level agreements
  • An improved cost justification model for the internal help desk
  • A new cost justification model for the external help desk

Table of Contents

1. Defining computer user support
2. Support as an I.T. function
3. Forms of support
4. Typical support structures
5. Support functions
6. What is a "customer"?
7. What do they want?
8. Prioritizing clients
9. Keeping in contact
10. Customer service in IT support
11. A view from above
12. Marketing the support department
13. Analysing service needs
14. Putting services in place
15. Excellence in support service
16. Service level agreements
17. Support from the outside
18. The international dimension
19. Reactivity and proactivity
20. Managing the queue
21. Delegation and escalation
22. Measurement and reporting
23. Controlling the workflow
24. Justifying user support expenditures
25. Knowledge
26. Equipment
27. The ideal support person
28. Motivation and productivity
29. Staffing and structure
30. User support management considerations


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Subject Index
Catalog Index

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Last modified January 9, 2012