Work with Phil and Jeff


# of Books




{ 2 comments… read them below or add one }

Lori October 2, 2011 at 7:13 am

I have been managing our help desk for about 6 months. I enjoyed your book and found areas valuable. However, I would have liked it to have covered some problem areas in helpdesk management. For example, how do you handle the common drive by’s, walk ups, shoulder taps that pull agents and techs away from their tasks. Any recommendations? Can you offer any books or resources dealing with this?

A second issue not covered in the book is the structure and setup of a helpdesk. I have a department of 8 techs, two of which are basically dispatchers and handle password resets. The other manage their own queues. They work hard but we are always battling over due tickets past SLA for various reasons, most of which is a the fact that other groups are not responding to resolve making our team look inefficient. Any recommendations? Can you offer any books or resources dealing with this?

Jeffrey M. Brooks January 9, 2012 at 4:13 pm

We do most of our comments, etc through the Linked In Group. I would encourage you to join up. We also have well over 600 other professionals to can provide their guidance and opinion:

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