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[null,"1.","Record Nr.",null,"UNINA9910162759203321"]
[null,null,"Autore",null,"Czegel Barbara <1953->"]
[null,null,"Titolo",null,"Help desk practitioner's handbook / / Barbara Czegel"]
[null,null,"Pubbl/distr/stampa",null,"New York, New York : , : John Wiley & Sons, Inc., , 1999"]
[{"$nulls":4},"©1999"]
[null,null,"ISBN",null,"1-119-17778-2"]
[null,null,"Descrizione fisica",null,"1 online resource (329 p.)"]
[null,null,"Disciplina",null,"004.0688"]
[null,null,"Soggetti",null,"Computer industry - Customer services - Management"]
[{"$nulls":4},"Electronic office machine industry - Customer services - Management"]
[null,null,"Lingua di pubblicazione",null,"Inglese"]
[null,null,"Formato",null,"Materiale a stampa"]
[null,null,null,"Livello bibliografico","Monografia"]
[null,null,null,"Note generali","Includes index."]
[null,null,"Nota di contenuto",null,"\"\"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\"\""]
[{"$nulls":4},"\"\"SECTION TWO: Supporting the Help Desk Structure\"\"\"\"CHAPTER THREE: Structure\"\"; \"\"In This Chapter\"\"; \"\"Levels in a Help Desk Structure\"\"; \"\"Relationships between Support Levels\"\"; \"\"Making Distributed Help Desks Work\"\"; \"\"Consolidating Help Desks\"\"; \"\"Your Career\"\"; \"\"Checklist\"\"; \"\"SECTION THREE: Managing Problems\"\"; \"\"CHAPTER FOUR: When Problems Become Dangerous\"\"; \"\"In This Chapter\"\"; \"\"The Out-of-Control Problem Cycle\"\"; \"\"Keeping or Regaining Control\"\"; \"\"Avoiding Common Support Mistakes\"\"; \"\"Focus, Structure, and Tools\"\"; \"\"Priorities and Procedures\"\""]
[{"$nulls":4},"\"\"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 Information Exchange\"\"; \"\"Delivering Your Message\"\"; \"\"Questioning\"\"; \"\"The Impact of Effective Information Exchange\"\"; \"\"Checklist\"\""]
[{"$nulls":4},"\"\"CHAPTER SEVEN: Proactive Problem Control\"\"\"\"In This Chapter\"\"; \"\"Understanding Customer Needs\"\"; \"\"Early Warning Systems\"\"; \"\"Dandelions and Layered Strategies for Problem Control\"\"; \"\"Maintaining an Improvement Cycle\"\"; \"\"Checklist\"\"; \"\"CHAPTER EIGHT: Using Tools\"\"; \"\"In This Chapter\"\"; \"\"An Overview of Tools\"\"; \"\"Getting the Most out of the Internet\"\"; \"\"Getting the Most out of Your Help Desk Management System\"\"; \"\"Getting the Most out of Knowledge Bases\"\"; \"\"Communication Made Easy\"\"; \"\"Making Customers Self-Sufficient\"\"; \"\"Checklist\"\""]
[{"$nulls":4},"\"\"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\"\""]
[{"$nulls":4},"\"\"Example A: Justifying Training\"\""]