Help Desk Management Book Review

Help Desk Management Book
Are your Help Desk support processes still AD HOC?
Are you tired of running around putting out fires?
Are you ready to take control of your Help Desk?
Together let’s implement powerful industry-standard best practices!
The wisdom we need is in this Help Desk Management book.
With almost 300 pages and 29 core topics, we now can take back control of the Help Desk.
What actionable and realistic end-user support processes will you learn?
• How to justify funding for improvement projects.
• Creating an inspiring and effective mission statement.
• Designing an employee performance management plan that works.
• Building an effective employee training and development program.
• Implementing a call and ticket quality assurance audit program that empowers the manager.
• Driving up the First Contact Resolution (FCR) percentage.
• Reducing cost per ticket costs by moving work from system engineers to the Help Desk.
• Marketing the Help Desk for company-wide recognition.
• Implementing ITIL incident, problem, change, knowledge, and event management.



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