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Title: Running an Effective Help Desk, 2nd Edition by Barbara Czegel ISBN: 0-471-24816-9 Publisher: John Wiley & Sons Pub. Date: 13 March, 1998 Format: Paperback Volumes: 1 List Price(USD): $50.00 |
Average Customer Rating: 4 (7 reviews)
Rating: 4
Summary: Good helpdesk book.
Comment: Strong in case studies, surveying, outsourcing, metrics, prioritizing, support tools.
Rating: 1
Summary: Terrible Choice
Comment: This book has a 1998 copyright date -- that's my own stupidity! To quote the author, "buy in haste, repent in leisure." I bought it because of the reviews on the site.
Always check the copyright date before you buy!
It is verbose and without substance.
If you've spent more than a week in any kind of enterprise environment, you should know most of what is in here.
If anyone really wants it, I'll gladly give you a good deal on my copy!
Rating: 5
Summary: The one to get!!!
Comment: The reason I purchased this book was that I found myself creating a helpdesk from scratch. If you are looking for a how to book that will guide on the path of creating a very effective IT helpdesk, this is it. It will show you not only the right way to do things, but also alert you of possible pitfalls. It will teach you how to do things that not really come to mind right away, like how to hire the right people for the job, increasing your budget (to get more helpdesk techs!), the scope of your duties, etc. I keep it in my desk for quick reference.
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Title: Building & Managing a World Class IT Help Desk by Bob Wooten, G. Robert Wooten ISBN: 007213237X Publisher: McGraw-Hill Osborne Media Pub. Date: 26 April, 2001 List Price(USD): $39.99 |
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Title: Help Desk Practitioner's Handbook by Barbara Czegel ISBN: 0471319929 Publisher: John Wiley & Sons Pub. Date: 16 December, 1998 List Price(USD): $44.99 |
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Title: The Complete Help Desk Guide by Mary Lenz ISBN: 0936648961 Publisher: CMP Books Pub. Date: 01 November, 1996 List Price(USD): $24.95 |
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Title: Using Service Goals and Metrics to Improve Help Desk Performance by Mark W. Ellis ISBN: 1571250255 Publisher: Help Desk Institute Pub. Date: 01 January, 1997 List Price(USD): $9.95 |
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Title: How to Manage the IT Helpdesk - A Guide for User Support and Call Center Managers by Noel Bruton ISBN: 0750649011 Publisher: Butterworth-Heinemann Pub. Date: 15 June, 2002 List Price(USD): $47.95 |
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