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Zusatztext "This manual...presents information on this topic in a practical and approachable manner." (From Libraries Unlimited! Library and Information Science Annual! 1999) Informationen zum Autor Barbara Czegel is President of SIRIUS3, a consulting company that provides Help Desk training and seminars across Canada. She is also a member of the Help Desk Institute and the Support Services Association. Klappentext Helpdesk Management in Ihrer Firma - im Zeitalter der Intranets noch telefonbasiert? Wie Sie auf dem Gebiet der technischen Unterstützung der Angestellten auf die enormen Ressourcen des Web zurückgreifen können, zeigt Ihnen die Autorin dieses jetzt umfassend aktualisierten Klassikers. Mit vielen anwendungsbereiten Word- und HTML-Templates. (04/98) Zusammenfassung Helpdesk Management in Ihrer Firma - im Zeitalter der Intranets noch telefonbasiert? Wie Sie auf dem Gebiet der technischen Unterstützung der Angestellten auf die enormen Ressourcen des Web zurückgreifen können, zeigt Ihnen die Autorin dieses jetzt umfassend aktualisierten Klassikers. Mit vielen anwendungsbereiten Word- und HTML-Templates. (04/98) Inhaltsverzeichnis FOUNDATION.Getting Focused.BASIC STRUCTURE.Structure.Staffing.INTERNAL HELP DESK PROCESSES.Problem and Work Management.Tracking.USING TECHNOLOGY.Help Desk Tools.The Internet: Challenge and Opportunity.Setting Up a Help Desk Internet/Intranet Site.OPTIMIZING PERFORMANCE.Measuring Performance.Marketing.Cost-Benefit Analysis.Outsourcing.CASE STUDIES AND EXAMPLE.Help Desk Case No.1: Setup.Help Desk Case No.2: Working Well.Example: A Help Desk Intranet Web Site.A Further Resource.References and Further Reading.Index.
List of contents
FOUNDATION.
Getting Focused.
BASIC STRUCTURE.
Structure.
Staffing.
INTERNAL HELP DESK PROCESSES.
Problem and Work Management.
Tracking.
USING TECHNOLOGY.
Help Desk Tools.
The Internet: Challenge and Opportunity.
Setting Up a Help Desk Internet/Intranet Site.
OPTIMIZING PERFORMANCE.
Measuring Performance.
Marketing.
Cost-Benefit Analysis.
Outsourcing.
CASE STUDIES AND EXAMPLE.
Help Desk Case No.
1: Setup.
Help Desk Case No.
2: Working Well.
Example: A Help Desk Intranet Web Site.
A Further Resource.
References and Further Reading.
Index.
Report
"This manual...presents information on this topic in a practical and approachable manner." (From Libraries Unlimited, Library and Information Science Annual, 1999)
"...Barbara Czegel has written a book that will hold your hand if you have to set up or manage a helpdesk and aren't perhaps the most technical or even most organised person in the organisation. The focus of this book is not just on the how, but the why. Czegel writes in a straightforward, uncluttered style, with plenty of insights and lots of checklists..." (Local Government Executive, October 2001)
