Helpdesk Management in a week, 2nd edition

This book is aimed at the manager who has the task of providing support to customers. Whether you manage an internal help desk supporting information technology within your organisation or a helpline for product support, the key principles are the same.

Topics covered include:
Deciding what your help desk does
Recruiting and managing help desk staff
Performance measurement
Tools for improved help desk performance
Communications for improved customer satisfaction

Contents List:
1 - Introduction
2 - Sunday: What does your help desk do?
3 - Monday: People-recruiting, training and managing them
4 - Tuesday: Tools to make things easier
5 - Wednesday: Customers- the reason you are there
6 - Thursday: Communication- keeping everyone informed
7 - Friday: Measurement- proving your worth
8 - Saturday: Finding time and reviewing progress

The Authors:
Jacqueline Chapman MBA is an experienced support manager with 17 years experience in financial institutions. She has recently been an independent consultant helping organisations improve their help desks and other support services.

Related books from the In a Week series...
Staff Retention in a week
Project management in a week
Operations management in a week
Performance management in a week
Total quality management in a week