Help Desk Practitioner's Handbook
by Barbara Czegel

List Price: $65.00
Our Price: $27.60
You Save: $37.40 (58%)
Availability: Usually ships in 1-2 business days
Buy Used: from $14.98 (click here)
Category: Book
See more book details and other editions

Book Summary Information

• ISBN13: 9780471319924
• Condition: New
• Notes: BRAND NEW FROM PUBLISHER! 100% Satisfaction Guarantee. Tracking provided on most orders. Buy with Confidence! Millions of books sold!

Book Reviews of Help Desk Practitioner's Handbook

Book Review: Another winner from Ms. Czegel - this focuses on people
Summary: 5 Stars

Ms. Czegel jumps right in with roles. She systematically goes through the various roles a help desk analyst must assume. The ability to switch from one character or personality type to another that is the hallmark of a truly great analyst gives you some keen insights into why there is an epidemic of burnout and high turnover among support professionals. Aside from this insight, it also shows you what to look for in candidates and gives you a good foundation for coaching and training. It also gives you some ammunition for getting their pay and bonus structure aligned to the high stress the job casues.

As in her other book Ms. Czegel never loses sight of the business side and part two of this book gives an intelligent description of help desk stakeholders and their unique needs based on their level in the organization and how their functions intersect with the help desk mission and objectives. The next two sections cover issue management processes and procedures and help desk technology. Some of the material is close to what is in her other book, but is not identical.

The remainder of the book duplicates a lot of the material in Running an Effective Help Desk, but is excellent if you only buy one of Ms. Czegel's books. A reason to buy both, however, is the different focus of each and some expansion of topics in each book.

Overall, I like this book a lot and gained much from it. I came away with an appreciation for and empathy with those thick-skinned folks who staff help desks. I also came away with some good ideas about how to motivate and train help desk analysts and design processes that make their life easier. I highly recommend this book and give it 5 stars.

Summary of Help Desk Practitioner's Handbook

Customer Service Books

• Subjects > Business & Investing > Industries & Professions > Customer Service
• Computers & Technology > Business & Culture > Technical Support
• Computer Science > Software Engineering > Information Systems
• Networking