資料來源: Google Book
How to manage the IT helpdesk :a guide for user support and call centre managers
- 作者: Bruton, Noel,
- 其他作者: Bruton, Noel,
- 出版: Oxford : Butterworth-Heinemann 2002.
- 版本: 2nd ed.
- 稽核項: 1 online resource (xxiv, 347 pages) :illustrations.
- 叢書名: Computer weekly professional series
- 標題: Customer services Management. , Information technology , Information Management. , Customer services , Handbooks and manuals. , Information technology Management. , BUSINESS & ECONOMICS Knowledge Capital. , Management. , Electronic books. , Knowledge Capital. , BUSINESS & ECONOMICS Information Management. , BUSINESS & ECONOMICS
- ISBN: 1138435287 , 9781138435285
- 試查全文@TNUA:
- 附註: Previous ed. published as: Effective user support. London : McGraw-Hill, 1995. First published as "How to manage the IT helpdesk" in 1997. Includes bibliographical references and index. pt. 1. What is 'support'? -- pt. 2. Client management -- pt. 3. Service management -- pt. 4. Workload management -- pt. 5. Resources management -- pt. 6. Staff management.
- 電子資源: https://dbs.tnua.edu.tw/login?url=https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=83548
- 系統號: 005302091
- 資料類型: 電子書
- 讀者標籤: 需登入
- 引用網址: 複製連結
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 IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT 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 the role of the helpdesk E-Support and the Internet Contrasting the Call Center and the Helpdesk first, second and third line support Operational Level Agreements Strategies for backlog management Telephone technologies in user supportIn addition there is: A new Template for a Service Level Agreement An Improved cost justification model for the Internal Helpdesk A New cost justification model for the External Helpdesk
來源: Google Book
來源: Google Book
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