“Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this Essentials Guide truly a blueprint for help desk success.”

Laurie Mason, Vice President IS Infrastructure

“This is an excellent Essentials Guide for implementing and/or managing help desk operations that are focused on desktop support and infrastructure issue management.”

Louise Johnstone, EDP Manager

“If you are starting up a help desk this will show you pitfalls to avoid as your operation matures. Each topic is thoroughly covered and each provides excellent advice for increasing the effectiveness of your help desk.”

Paul Williams, IT Manager

“What I like is the additional processes that are introduced, including change management, service level agreements and metrics. In fact, the material on metrics is excellent and hits all of the key points.”

Michael Mangan, Chief Information Officer

“The reason I purchased this Essentials Guide was that I found myself creating a helpdesk from scratch. If you are looking for a ‘how to’ 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.”

Peter Curach, Acting IT Manager