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The Service Desk Handbook


The Service Desk Handbook
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The Service Desk Handbook


The Service Desk Handbook
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Author : Sanjay Nair
language : en
Publisher: Itgp
Release Date : 2020-09-15

The Service Desk Handbook written by Sanjay Nair and has been published by Itgp this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-09-15 with categories.


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(R) to accomplish their tasks while making the necessary adaptations as per their organisation's needs.



The Service Desk Handbook A Guide To Service Desk Implementation Management And Support


The Service Desk Handbook A Guide To Service Desk Implementation Management And Support
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Author : Sanjay Nair
language : en
Publisher: IT Governance Ltd
Release Date : 2020-09-15

The Service Desk Handbook A Guide To Service Desk Implementation Management And Support written by Sanjay Nair and has been published by IT Governance Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-09-15 with Computers categories.


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.



The Service Desk Handbook


The Service Desk Handbook
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Author : IT Governance Publishing
language : en
Publisher: Packt Publishing Ltd
Release Date : 2025-07-16

The Service Desk Handbook written by IT Governance Publishing and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-07-16 with Business & Economics categories.


Learn best practices for building and optimizing a service desk to enhance customer experience. Discover strategies to plan, manage, and measure success, while exploring future technologies like AI in service desk operations. Key Features Comprehensive guide on service desk operations In-depth exploration of performance metrics and technology adoption Practical advice for service desk improvement and future adaptation Book DescriptionThis book provides practical insights into service desk management, focusing on building and optimizing a service desk to meet organizational needs. It starts with an understanding of the service desk's role, mission, and vision, laying the foundation for effective operations. It covers strategic planning for a well-structured service desk, focusing on staffing, SLAs, and using knowledge bases and self-service portals. The book discusses essential tools and technologies like telephony systems and ITSM tools, and how to configure them for efficiency. It emphasizes developing high-performance teams focused on respect, integrity, and teamwork, highlighting the importance of clear documentation, such as standard operating procedures and incident management, to ensure consistency in service delivery. Performance measurement is emphasized with strategies for tracking success using CSFs, KPIs, and customer satisfaction metrics. It explores both qualitative and quantitative evaluations to improve service desk performance. Finally, it examines emerging trends such as AI and chatbots, and their integration into service desk operations. The last chapters offer professional tips, techniques for root cause analysis, and provide a roadmap to optimize service desk operations for future success.What you will learn Understand the core principles of service desk management Plan and implement an effective service desk structure Develop and manage high-performance service desk teams Utilize ITSM tools and technologies for efficient operations Measure and optimize service desk performance with key metrics Explore future trends and technologies in service desk operations Who this book is for This book is designed for IT service desk managers, support staff, and IT professionals aiming to refine their service desk processes. Ideal readers should have a basic understanding of IT support, service management, and ITIL frameworks. No prior specialized knowledge is required, but familiarity with ITSM tools and customer service practices will be beneficial. The book is perfect for those looking to improve their service desk operations or stay up to date with future trends in the industry.



How To Manage The It Helpdesk


How To Manage The It Helpdesk
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Author : Noel Bruton
language : en
Publisher: Routledge
Release Date : 2002

How To Manage The It Helpdesk written by Noel Bruton and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.


The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.



Effective Help Desk Specialist Skills


Effective Help Desk Specialist Skills
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Author : Darril Gibson
language : en
Publisher: Pearson IT Certification
Release Date : 2014-10-27

Effective Help Desk Specialist Skills written by Darril Gibson and has been published by Pearson IT Certification this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-27 with Computers categories.


All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together



The It Support Handbook


The It Support Handbook
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Author : Mike Halsey
language : en
Publisher: Apress
Release Date : 2019-10-03

The It Support Handbook written by Mike Halsey and has been published by Apress this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-03 with Computers categories.


Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and expensive, but it doesn't have to be with the right processes in place. Whether you're an individual, part of an IT support team, or managing staff supporting PC users in their homes, The IT Support Handbook will help you understand the right way to approach, troubleshoot, and isolate problems so they can be handled efficiently, with least disruption and cost to your business. You'll make yourself popular with your colleagues, and keep your customers and users happy and productive. What You'll Learn Manage reporting, and keep a record of issues that occur Provide effective remote supportfor users away from home or working in another office Use error and system reporting in Windows to obtain high-quality, relevant information Spot patterns in user behavior that may be causing difficult-to-diagnose problems Be familiar with best practices to make you a better support professional Who This Book Is For IT professionals, IT support (on-site and remote), and system administrators who manage support teams. No prior knowledge is required.



Service Desk Best Practice Handbook


Service Desk Best Practice Handbook
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Author : Gerard Blokdijk
language : en
Publisher: Emereo Pty Limited
Release Date : 2008-10

Service Desk Best Practice Handbook written by Gerard Blokdijk and has been published by Emereo Pty Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-10 with Business & Economics categories.


How do you follow-up on employee issues? Are you doing everything possible to ensure your employee downtime is minimized? Can you be sure? Do you have the reports to back-up your argument? Do your help desk staff have all the information they need so they can respond to support requests accordingly? This Service Desk Handbook streamlines support interactions across organizations to enable you to: * Prioritize and manage incidents received via email or the employee portal * Provide employee self-help and incident tracking * Give help desk staff complete item history and status when responding to incidents * Allow supervisors to manage staff workload with real time reports * Enable organizations to set SLA's relative to department requirements * Provide SLA reports to ensure incident deadlines are met. A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives. This book will get you to implement the objectives of the Service Desk: * Providing a single (informed) point of contact for customers * Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities. The common Service Desk functions covered in this book include: * Receiving calls, first-line customer liaison * Recording and tracking incidents and complaints * Keeping customers informed on request status and progress *Making an initial assessment of requests, attempting to resolve them or refer them to someone who can * Monitoring and escalation procedures relative to the appropriate SLA * Identifying problems * Closing incidents and confirmation with the customers * Coordinating second and third line support Get this book now to have the Service Desk pro-actively keeping users informed of all relevant service events, actions and service changes that are likely to affect them. Enable your Service Desk to be the direct line of any impact on the Service Level Agreement (SLA) and as the centre of information of any planned or unexpected changes or service unavailability.



Getting An It Help Desk Job For Dummies


Getting An It Help Desk Job For Dummies
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Author : Tyler Regas
language : en
Publisher: John Wiley & Sons
Release Date : 2015-04-13

Getting An It Help Desk Job For Dummies written by Tyler Regas and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-04-13 with Computers categories.


Stand out in one of IT's fastest growing job markets If you're looking for a job in IT, the help desk is the heart and soul of most IT operations, and an excellent starting point for a promising career. With the help of Getting an IT Help Desk Job For Dummies, you'll gain the knowledge and know-how to cut through the confusion of navigating the Information Technology job market. IT can be intimidating to hopeful-yet-inexperienced job candidates, but this guide will help you find and land the job of your dreams. Through easy-to-follow explanations, authoritative information, and a bit of humor, Getting an IT Help Desk Job For Dummies serves as your thorough and approachable guide to maximizing your competitive edge in this booming market. The IT job market has continued to expand as technology matures and deepens its roots in business operations. This is good news for you! However, it makes it that much harder to get a job in IT, as recent grads and other professionals are practically stampeding to get their feet in the door of this rapidly expanding industry. Luckily, Getting an IT Help Desk Job For Dummies gives you an advantage by providing expert instruction on how to score an interview and secure a job offer, the skills needed to obtain and maintain an IT position, and authoritative information on how to establish a career path in the IT field. Explore careers in the IT Help Desk field and establish the path you want to follow Plan for post-education certifications and training to make yourself more marketable Get expert guidance for creating a winning resume and cover letter Prepare for your IT Help Desk interview Loaded with simple, straight-forward advice, Getting an IT Help Desk Job For Dummies is your all-in-one guide to starting your IT career on the right foot!



Itil 4 Essentials Your Essential Guide For The Itil 4 Foundation Exam And Beyond Second Edition


Itil 4 Essentials Your Essential Guide For The Itil 4 Foundation Exam And Beyond Second Edition
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Author : Claire Agutter
language : en
Publisher: IT Governance Ltd
Release Date : 2020-04-28

Itil 4 Essentials Your Essential Guide For The Itil 4 Foundation Exam And Beyond Second Edition written by Claire Agutter and has been published by IT Governance Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-04-28 with Computers categories.


ITIL® 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more. It covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners. This second edition has been updated to align with amendments to the ITIL® 4 Foundation syllabus.



The Service Desk Handbook Everything You Need To Know About Service Desk


The Service Desk Handbook Everything You Need To Know About Service Desk
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Author : Jennifer Odom
language : en
Publisher: Emereo Publishing
Release Date : 2016-11-17

The Service Desk Handbook Everything You Need To Know About Service Desk written by Jennifer Odom and has been published by Emereo Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-11-17 with categories.


The creation of Service Desk results has always been regarded as a process that requires hard work and luck--often at the expense of others. In this remarkable book Jennifer Odom reveals how to align Service Desk with the subtle yet powerful, unseen forces that affect the flow of Service Desk results in our lives. PLUS, INCLUDED with your purchase, are real-life document resources; this kit is available for instant download, giving you the tools to navigate and deliver on any Service Desk goal.