How to Manage the IT Helpdesk : A Guide for User Support and Call Centre Managers Book

	Introduction
Pt. 1	What is 'Support'?	1
1	Defining computer user support	3
2	Support as an IT function	7
3	Forms of support	11
4	Typical support structures	25
5	Support functions	31
Pt. 2	Client Management	33
6	What is a 'customer'?	35
7	What do they want?	41
8	Prioritizing clients	48
9	Keeping in contact	51
10	Customer service in IT support	62
11	A view from above	69
12	Marketing the Support Department	72
Pt. 3	Service Management	77
13	Analysing service needs	79
14	Putting services in place	89
15	Excellence in support service	102
16	Service level agreements	105
17	Support from outside	114
18	The international dimension	121
Pt. 4	Workload Management	127
19	Reactivity and proactivity	129
20	Managing the queue	136
21	Delegation and escalation	142
22	Measurement and reporting	148
23	Controlling the workflow	156
Pt. 5	Resources Management	169
24	Justifying user support expenditure	171
25	Knowledge	177
26	Equipment	183
Pt. 6	Staff Management	191
27	The ideal support person	193
28	Motivation and productivity	198
29	Staffing and structure	207
30	User support management considerations	213
	Bibliography	217
	Index	218