Always On: Seamless Support Around the Clock

<p>A handy guide for IT Service Desk Analysts Managers and infra leaders who are part of IT support service. This book contains building blocks and detailed steps to build and manage a strong service desk team for exceptional customer service. Emphasis on continuous learning through regular training knowledge sharing and focusing on motivation and well-being of the employees with real-time scenarios on various processes.<br>Salient Features:<br>Service Desk Fundamentals<br>Processes (Incident Management Problem Management Access Management and Request fulfillment)<br>Service Desk Metrics and KPIs<br>Setting Up and Managing the service desk team<br>Processes and best practices<br>Continuous Improvement and Learning<br>Challenges and effective management<br>Case studies</p>