Building & Managing a world class It help desk

• Identify critical drivers like customer base, company goals, and management style
• Examine the process of defining, documenting, and building your ideal help desk
• Establish a realistic budget and stick to it
• Find and keep the right people with step-by-step details on everything from defining skill sets to rotating staff and outsourcing
• Create organizational efficiencies with appropriate physical space and ergonomics
• Promote your help desk operations and services to customers
• Train, organize, and motivate your staff to prevent burnout and retain innovation
• Implement the latest technologies like workforce automation, customer relationship management, and system management packages

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.
• (and more...)