Building & Managing a World Class It Help Desk/Bob Wooten - McGraw-Hill/Osborne Media

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What is a Help desk? A Help desk is a department within a company that responds to user\'s technical questions.
The guide also gives real life examples that demonstrate the successes and failures involved in creating and maintaining a Help desk..
The author shows how to select, implement and utilise new technology for Help desks such as web based Help desks, electronic display boards and call management packages.
The resource details a step by step methodology for Help desk implementation and continous improvement, including tools, tips and techniques to make the Help desk more efficient.
This guide should Help readers build, improve or maintain a successful Help desk.
Questions and answers can be delivered by telephone, e-mail, BBS or fax.
Most large companies have Help desks to answer user questions.
What is a Help desk? A Help desk is a department within a company that responds to user\'s technical questions