Cover image for A guide to help desk concepts
Title:
A guide to help desk concepts
Author:
Knapp, Donna.
Personal Author:
Publication Information:
Cambridge, MA : Course Technology, [1999]

©1999
Physical Description:
xvi, 256 pages : illustrations, portraits ; 24 cm
Language:
English
Contents:
Introduction to help desk concepts -- Help desk operations -- The people component: help desk roles and responsibilities -- The process component: help desk processes and procedures -- The technology component: help desk tools and technologies -- The information component: help desk performance measures -- The help desk setting -- Customer support as a profession.
ISBN:
9780760071502
Format :
Book