Effective user support

by Noel Bruton

Effective User Support provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. Noel Bruton clearly shows how the helpdesk can increase the productivity of its clients as well as solving problems, and, using simple calculations, he demonstrates how to justify User Support expenditure. This book will help you design and launch your helpdesk and Support services, measure their success and ensure the user's satisfaction. Effective User Support gives you techniques for justifying staff and other expenditure, gaining senior management support, getting the users on your side, running a motivated and productive team, and designing and managing services and service levels. This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies.