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 organisation'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. Topics covered include: • Planning for a service desk; • Telephony and tooling; • The service desk team; • Documentation; • Performance measures; and • Technology considerations – artificial intelligence and platforms and tools. 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.

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