How to Manage the IT Helpdesk: A guide for user support and call centre managers (Computer weekly professional series)

Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The `How To' book that every I.T. department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in I.T! 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 won't tell you how to get your printer working with your word processor - it's better than that. It tells you how to deploy your Support staff so as to have the best chance of preventing or fixing such problems. If you're in charge of a PC Support group, or would like to be one day, get this book and read it.' - Dr. Alan Solomon

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

How to manage the I.T. helpdesk will help you design and launch your helpdesk and Support services, measure their success and ensure user's satisfaction.

This book:
· contains 30 chapters, 18 real-life case studies, 10 life maxims and 19 figures
· agrees with Lee Iacocca but it has the nerve to disagree with Tom Peters
· is a significant talking point on the Internet
· is the result of over 15 years real experience, so it is practical and nitty gritty
· is part of the `Computer Weekly Professional' series

Noel Bruton is a specialist consultant and trainer with over fifteen years' experience in the support and helpdesk industries. He writes with knowledge, experience, pragmatism and enthusiasm. Visit the authors' WWW page for Helpdesk managers at http://www.pcug.co.uk/~bruton/