A Guide to Help Desk Technology, Tools and Techniques / Edition 1

A Guide to Help Desk Technology, Tools and Techniques / Edition 1

by Dione McBride
     
 

ISBN-10: 0760071519

ISBN-13: 9780760071519

Pub. Date: 03/28/2000

Publisher: Cengage Learning

This book focuses on the technology, tools and techniques involved in running an effective help desk. A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management

Overview

This book focuses on the technology, tools and techniques involved in running an effective help desk. A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management and customers alike.

Product Details

ISBN-13:
9780760071519
Publisher:
Cengage Learning
Publication date:
03/28/2000
Series:
New Perspectives Series
Edition description:
BK&CD ROM
Pages:
376
Product dimensions:
7.36(w) x 9.12(h) x 0.81(d)

Table of Contents

1. Introduction to Help Desk Technology, Tools & Techniques 2. Support Environments and Processes 3. Common Support Software Tools and Features 4. Support Performance and Reporting Tools 5. Call Management Software 6. Problem Resolution Software 7. Asset and Change Management Tools 8. Alerts and Notification Tools for Support 9. Telephone Based Technology 10. Office Space in the Support Environment 11. Additional Level Two and Level Three Support Tools 12. Self Help Tools 13. Service Technology Trends and Career Resources Appendix A: Web Site Resources

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