Service Desk Superhero: A Step-By-Step Guide

A service desk agent comes to work and immediately gets depressed. Angry users. Equipment gone missing. A million password reset requests. Zero training. Sound familiar? Helldesk. It's a real place. And you might be working there right now!Tired of working in a dysfunctional service desk but don’t know how to begin fixing it? Service Desk Superhero is a comprehensive, step-by-step guide in transforming the service desk from mediocre to excellent! Be a superhero and turn the service desk around, improve the business, and catapult your career!Lay the groundwork using a set of principles to guide your service desk towards success!Harness the unique talents of the service desk staff and align their roles appropriately!Build a solid service desk solution by choosing the right ticketing system!Use automation techniques to put your service desk on cruise control!Deal with the most common issues that service desks encounter!Will you remain idle and watch the business and your career fall deeper into the Helldesk spiral? Transform the Service Desk and be a Superhero!Readers are loving Service Desk Superhero:“I wish I had a book like this years ago! The Service Desk industry can really benefit from the research and advice from Service Desk Superhero. I'm certain that businesses will see tremendous improvements in the way IT incidents and requests are handled if they follow Mike's advice.” -- J. M., IT Consultant and Business Systems Analyst, CGI “WOW is all I can say. I highly, highly recommend this book. There is no service desk reference like this out there....If you only had to buy one book about the service desk, this had better be it!” --- A.M., Business Consultant,TD Bank“This is an invaluable, must-have reference guide! It's an excellent compilation of best practices that Service Desks should refer to periodically.” --- W. S., Cyber Security Consultant