How to Manage the IT Help Desk by Noel Bruton (2002, Trade Paperback, Revised…

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Managing an IT help desk can be a challenging task, but with the right strategies in place, it can become a seamless and efficient operation. In his book “How to Manage the IT Help Desk,” Noel Bruton provides valuable insights and practical advice for IT managers looking to streamline their help desk operations.

First published in 2002 and recently revised, this trade paperback offers a comprehensive guide to managing an IT help desk effectively. Bruton covers a range of topics, including setting up help desk processes, managing staff and resources, dealing with difficult customers, and measuring help desk performance.

One key takeaway from the book is the importance of creating a customer-focused culture within the help desk team. By prioritizing customer satisfaction and communication, IT managers can ensure that their help desk provides timely and effective support to end users.

Additionally, Bruton emphasizes the importance of implementing ITIL (Information Technology Infrastructure Library) best practices to improve help desk efficiency and service quality. By following ITIL guidelines, help desk managers can standardize processes, reduce response times, and ultimately enhance the overall customer experience.

Overall, “How to Manage the IT Help Desk” is a valuable resource for IT managers looking to optimize their help desk operations. By incorporating Bruton’s strategies and advice, managers can create a high-performing help desk that meets the needs of both internal and external customers.
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