Computer Weekly Professional Series Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The "How To" book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT. This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: Justifying staff and other expenditure Gaining senior management support Getting the users on your side Running a motivated and productive team Designing and managing services and service levels. The second edition of this popular book brings updates to several of the author"s ideas, strategies and techniques with new material on: Customer...