An IT service desk is an essential point of contact between individuals and an organisation, so you must know what to look out for when developing yours.
For those wondering what challenges they will face when developing an IT service desk, February’s author of the month, Sanjay Nair, has the answers.
His book, The Service Desk Handbook – A guide to service desk implementation, management and support, explains everything you need to know.
In this blog, we take look at Nair’s guide and why his advice can be trusted.
Who is Sanjay Nair?
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.
His other responsibilities include designing and documenting ITIL-compliant processes and procedures.
Receive 15% off Sanjay Nair’s book throughout February by ordering from the IT Governance Publishing website, and entering the voucher code Nair15.
The Service Desk Handbook
A service desk is a one-stop destination for an organisation to handle enquiries, requests and reporting issues.
They have become intrinsic in modern organisations, ensuring a consistent front face for internal customers, while allowing the technical support units to focus on the task at hand without the hassle of having to deal directly with customers.
A service desk makes prioritising and responding to customer enquiries much more efficient, saving time and money.
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 helps service desk teams in adopting ITIL® to accomplish their tasks while making the necessary adaptations as per their organisation’s needs.
You’ll learn how to plan your service desk, including essential advice on telephony, developing your team, documentation and performance measures.
It also includes advice on technological issues, such as artificial intelligence, and the platforms and tools you should consider implementing.
The Service Desk Handbook is available in physical, eBook, ePub and Kindle formats. Find out which format is right for you with our handy guide.
“It is an absolute honour to be selected as IT Governance Publishing’s author of the month. The whole journey has been a brilliant and motivating experience, perhaps even got me thinking on working on an updated version of the book,” says Nair.
“For the moment though, I am focusing on ‘practicing what I preach’ in the book and am rolling out a service desk at work.
“There is no better way to test the effectiveness of my own work. All the same, I sincerely hope there are people who have benefitted and will continue to benefit from my book.”