The Service Desk Handbook: A Guide to Service Desk Implementation, Management and Support

  • 1h 34m 13s
  • Sanjay Nair
  • IT Governance
  • 2023

An IT service desk is the first point of contact between users and an IT organisation. A service desk is a one-stop destination for enquiries, requests and reporting issues, ensuring continuing use of IT services without disruption. They have become intrinsic in modern organisations.

A service desk makes prioritising and responding to customer enquiries much more efficient, saving time and money. More and more organisations 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.

About the Author

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.

In this Audiobook

  • Chapter 1 - What Is a Service Desk?
  • Chapter 2 - Planning for a Service Desk
  • Chapter 3 - Telephony and ITSM Tools
  • Chapter 4 - The Service Desk Team
  • Chapter 5 - Documentation
  • Chapter 6 - Performance Measures
  • Chapter 7 - An Insight into the Future
  • Chapter 8 - Technology Considerations
  • Chapter 9 - General Reference
  • Chapter 10 - Conclusion
  • Further Reading