As part of my College Course Degree in IT, I’ve bought a copy of the book: How to Manage the IT Helpdesk – A Guide for User Support and Call Centre Managers (Computer Weekly Professional) by Noel Bruton.

I’ve started to read a bit of it and it seems to be quite informative, as it seems to address most of the key issues on how to manage an IT helpdesk.

Here’s a list of the table of contents:

1. Defining computer user support
2. Support as an I.T. function
3. Forms of support
4. Typical support structures
5. Support functions
6. What is a “customer”?
7. What do they want?
8. Prioritizing clients
9. Keeping in contact
10. Customer service in IT support
11. A view from above
12. Marketing the support department
13. Analysing service needs
14. Putting services in place
15. Excellence in support service
16. Service level agreements
17. Support from the outside
18. The international dimension
19. Reactivity and proactivity
20. Managing the queue
21. Delegation and escalation
22. Measurement and reporting
23. Controlling the workflow
24. Justifying user support expenditures
25. Knowledge
26. Equipment
27. The ideal support person
28. Motivation and productivity
29. Staffing and structure
30. User support management considerations

Noel Bruton’s Homepage