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An IT service desk is the first point of contact between users and an IT organization. A service desk is a one-stop destination for inquiries, requests and reporting issues, ensuring continuing use of IT services without disruption. They have become intrinsic in modern organizations.
A service desk makes prioritizing and responding to customer inquiries much more efficient, saving time and money. More and more organizations are understanding that customer satisfaction is key to developing their business.
The Service Desk Handbook: A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL® to accomplish their tasks while making the necessary adaptations as per their organization’s needs.
Suitable for service desk agents, supervisors and managers, as well as project managers and senior management looking to revise processes, this book will help readers get a service desk unit off the ground and act as a key reference guide once the service desk has been implemented.
With key tips for service desk team members to follow to provide a world-class experience for their customers, the book also includes information on career paths and certification options for both the individual and the organization.
Sanjay Nair has more than 23 years’ experience in IT operations in the end-user domain. He has worked as a service desk manager for the past eight years, coaching and mentoring a multicultural team of agents in the banking and aviation sectors. Sanjay’s other responsibilities include designing and documenting ITIL-compliant processes and procedures; he is ITIL certified.