Description:

This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement. Contains an in-depth coverage of operational requirements for the help desk once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. It even has a chapter on marketing, which is something that is important but not often done be most help desks. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of the help desk to IT and business management. You will find this book to be one of the best for planning and implementing a world-class help desk.