This diploma thesis describes the general process of corporate helpdesk. There is described a history, purpose and function of helpdesk, further benefits for the company using of a helpdesk. The work mentions ITIL, framework for management services in company. One chapter devotes the effectiveness of process in terms of customer satisfaction, which is focused on communication. The second half of diploma thesis is focused on the practical part of using helpdesk in existing company. The work analyses effectiveness of helpdesk process in this company. The results are interpreted in the final recommendation.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:16732 |
| Date | January 2009 |
| Creators | Bílková, Jana |
| Contributors | Střížová, Vlasta, Prajzlerová, Hana |
| Publisher | Vysoká škola ekonomická v Praze |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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