How to Manage the IT Help Desk

Are you overworked, unappreciated and under-resourced? This book offers tools for measuring productivity and features ten steps for successful support, while User Support successes and failures are revealed in case studies. It also gives you techniques for justifying staff and other expenditure; gaining senior management support; and more.

Esti suprasolicitat, neapreciat si lipsit de resurse? Aceasta carte ofera instrumente pentru masurarea productivitatii si prezinta zece pasi pentru asistenta de succes, in timp ce succesele si esecurile de asistenta pentru utilizatori sunt dezvaluite in studii de caz.