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Microsoft Sourcebook for the Help Desk: Techniques and Tools for Support Organization...
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by Microsoft Press, Linda Glenicki and Mark Perry Voc
Sales Rank: 2205921
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$0.29
At Amazon
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Paperback: 477 pages
Publisher: Microsoft Press; 2 Pap/Dskt edition April 1, 1997
Language: English
ISBN-10: 1572315822
ISBN-13: 978-1572315822
Product Dimensions:
8.8 x 7.2 x 1.4 inches
Shipping Weight: 2.2 pounds
Product Description
Microsoft Sourcebook for the Help Desk is designed for help support professionals who need to deliver quality technical support to end users. This second edition includes a complete update to all of the topics covered in the first edition, plus brand new topics including migration, internet/intranet strategies, and Help Desk strategies in multi-vendor environments. Microsoft Sourcebook for the Help Desk includes a fully updated companion CD, which contains templates, checklists, and lists of decision-making criteria that users can customize. Also included on the CD is a working model of Microsoft TechNet, a valuable resource for fast and complete answers to technical questions about Microsoft desktop and system products.
Customer Reviews & Comments
Whether you are creating a technical help desk, customer service operation or enterprise effort, the Microsoft Sourcebook is the guide to follow. Detailed approaches and examples are given for all aspects of creating and managing a help desk operation. Helpful topics include ticket management, staff projections, and working with expert tier two teams. Many help desks use the job descriptions from the book when posting positions. A CD for the sample forms is very helpful.
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Microsoft Sourcebook for the Help Desk: Techniques and Tools for Support Organization...
Available from Amazon
Price: $0.29
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