{"id":481,"date":"2006-03-04T23:20:28","date_gmt":"2006-03-04T23:20:28","guid":{"rendered":"http:\/\/www.darrenstraight.com\/blog\/2006\/03\/04\/are-you-living-in-a-computer-simulation-2\/"},"modified":"2006-03-07T12:51:15","modified_gmt":"2006-03-07T12:51:15","slug":"how-to-manage-the-it-helpdesk-by-noel-bruton","status":"publish","type":"post","link":"https:\/\/www.darrenstraight.com\/blog\/2006\/03\/04\/how-to-manage-the-it-helpdesk-by-noel-bruton\/","title":{"rendered":"How to Manage the IT Helpdesk by Noel Bruton"},"content":{"rendered":"

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.<\/p>\n

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.<\/p>\n

Here’s a list of the table of contents:<\/p>\n

1. Defining computer user support
\n2. Support as an I.T. function
\n3. Forms of support
\n4. Typical support structures
\n5. Support functions
\n6. What is a “customer”?
\n7. What do they want?
\n8. Prioritizing clients
\n9. Keeping in contact
\n10. Customer service in IT support
\n11. A view from above
\n12. Marketing the support department
\n13. Analysing service needs
\n14. Putting services in place
\n15. Excellence in support service
\n16. Service level agreements
\n17. Support from the outside
\n18. The international dimension
\n19. Reactivity and proactivity
\n20. Managing the queue
\n21. Delegation and escalation
\n22. Measurement and reporting
\n23. Controlling the workflow
\n24. Justifying user support expenditures
\n25. Knowledge
\n26. Equipment
\n27. The ideal support person
\n28. Motivation and productivity
\n29. Staffing and structure
\n30. User support management considerations<\/p>\n

Noel Bruton’s Homepage<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

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<\/p>\n

<\/div>\n
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