“The Complete Help Desk Guide” by Mary Lenz is a useful primer for people with little or know prior experience in help desks. If you are familiar with help desks then you will find the later half of the book more useful on Help Desk Applications. Although it could be argued you could easily search for this type of information on the internet anyway.
The book leaves may important Help Desk topics uncovered. This is surprising as Mary Lenz is well known for her writing for Call Center magazine.
In summary a good book but does not go into enough detail.
About Danny W Sheehan
Danny has over 25 years of experience in the IT Industry and writes about Help Desk solutions, software and management as well as other IT topics.
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