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 The complete reference
book for those who have a Help Desk or are in the process of establishing
one. This guide embodies many years experience of successful seminars
and consultancies in the design and establishment of professional
Help Desks.
Topics
covered:
- Introduction
Help Desk Justification
Audit trail
Cost effectiveness
- Terms Of Reference
Components
Terms of Reference Matrix
- Level Of Support
User Questionnaires
Information Technology Support
Supporting Technical Data
Support Service
- Types Of Help Desk
Skill Factor
Unskilled Desks Terms of Reference
Skilled Desks Terms of Reference
Expert Desks Terms of Reference
Desk Migration
Shared Desks
Service Points
Help Desk Role Models
The Dedicated Help Desk Description
The Business Help Desk Description
- Structure & Staffing
Status
Structure
Staffing Levels
Staffing Roles
Job Descriptions
Recruitment
Training
- Help Desk Equipment
Telephone systems
Work Stations
- Help Desk Documentation
Manual Logging
Administration of Computerised Help Desks
- Help Desk Monitoring
Meeting the Terms of Reference
Distributing Statistics
Performance Meetings
- Working Practices
Working Procedures
Crisis Management
- Summary
- Case Examples
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