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Record Nr. |
UNINA9910162759203321 |
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Autore |
Czegel Barbara <1953-> |
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Titolo |
Help desk practitioner's handbook / / Barbara Czegel |
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Pubbl/distr/stampa |
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New York, New York : , : John Wiley & Sons, Inc., , 1999 |
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©1999 |
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ISBN |
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Descrizione fisica |
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1 online resource (329 p.) |
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Disciplina |
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Soggetti |
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Computer industry - Customer services - Management |
Electronic office machine industry - Customer services - Management |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Nota di contenuto |
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""Table of Contents""; ""Title""; ""Copyright""; ""Dedication""; ""Preface""; ""Acknowledgments""; ""About the Author""; ""Note""; ""SECTION ONE: Expectations of the Business""; ""CHAPTER ONE: Roles""; ""In This Chapter""; ""Profitability Scale of a Company""; ""Roles You Play on the Help Desk""; ""Skills You Need on the Help Desk""; ""Checklist""; ""CHAPTER TWO: Focusing on the Business""; ""In This Chapter""; ""What Is Focus?""; ""Focus and Customers""; ""Focus and Senior Management""; ""Focus and Other IT Groups""; ""Focus, Success, and You""; ""Checklist"" |
""SECTION TWO: Supporting the Help Desk Structure""""CHAPTER THREE: Structure""; ""In This Chapter""; ""Levels in a Help Desk Structure""; ""Relationships between Support Levels""; ""Making Distributed Help Desks Work""; ""Consolidating Help Desks""; ""Your Career""; ""Checklist""; ""SECTION THREE: Managing Problems""; ""CHAPTER FOUR: When Problems Become Dangerous""; ""In This Chapter""; ""The Out-of-Control Problem Cycle""; ""Keeping or Regaining Control""; ""Avoiding Common Support Mistakes""; ""Focus, Structure, and Tools""; ""Priorities and Procedures"" |
""A Cycle of Evaluation and Improvement""""Checklist""; ""CHAPTER FIVE: Listening to Resolve and Prevent Problems""; ""In This Chapter""; ""The Communication Process in Problem Solving""; ""What Is Listening?""; ""Negative Filters""; ""The Challenges of Listening in a Help Desk Environment""; ""Positive Listening Habits""; ""Checklist""; ""CHAPTER SIX: Getting and Giving Information""; ""In This Chapter""; ""The Cycle of |
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Information Exchange""; ""Delivering Your Message""; ""Questioning""; ""The Impact of Effective Information Exchange""; ""Checklist"" |
""CHAPTER SEVEN: Proactive Problem Control""""In This Chapter""; ""Understanding Customer Needs""; ""Early Warning Systems""; ""Dandelions and Layered Strategies for Problem Control""; ""Maintaining an Improvement Cycle""; ""Checklist""; ""CHAPTER EIGHT: Using Tools""; ""In This Chapter""; ""An Overview of Tools""; ""Getting the Most out of the Internet""; ""Getting the Most out of Your Help Desk Management System""; ""Getting the Most out of Knowledge Bases""; ""Communication Made Easy""; ""Making Customers Self-Sufficient""; ""Checklist"" |
""SECTION FOUR: Understanding the Business of Help Desks""""CHAPTER NINE: Everything You Need to Know about Performance""; ""In This Chapter""; ""Components of Performance""; ""A Moving Picture""; ""Different Perspectives""; ""Why Is Everyone So Interested in ROI?""; ""Measuring How Effectively You Handle Calls""; ""How Proactive Are You?""; ""A Summary""; ""Checklist""; ""CHAPTER TEN: Cost Justification Made Easy""; ""In This Chapter""; ""Come Back Here!""; ""Why Do You Need a Cost Justification?""; ""The Three Secrets""; ""The Formula""; ""A Word about the Examples"" |
""Example A: Justifying Training"" |
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