"It was a wonderful experience interacting with you and appreciate the way you have planned and executed the whole publication process within the agreed timelines.”
Subrat SaurabhAuthor of Kuch Woh Pal
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.
Salient Features:
Service Desk Fundamentals
Processes (Incident Management, Problem Management, Access Management and Request fulfillment)
Service Desk Metrics and KPIs
Setting Up and Managing the service desk team
Processes and best practices
Continuous Improvement and Learning
Challenges and effective management
Case studies
Jayashankar Lingaiah
Jayashankar Lingaiah is a seasoned IT Service Desk Manager with over 18 years of experience in the IT industry. With a BE in Computer Science, he possesses a deep understanding of IT service management and best practices. Jayashankar has successfully led a team of 15 service desk analysts, supporting a global IT infrastructure. His leadership has been pivotal in implementing a robust ticketing system and enhancing incident and problem management processes in line with ITIL standards.
He is committed to continuous process improvement, regularly conducting reviews to optimize service delivery. His strong focus on customer satisfaction has fostered lasting relationships with stakeholders, ensuring that their needs are met and expectations exceeded.
Jayashankar’s personal philosophy centers on effective communication, continuous learning, and a user-centric approach. He is dedicated to creating an environment where service desk professionals can innovate and excel. Outside of work, Jayashankar enjoys music, movies, outdoor sports, and trekking, which contribute to his balanced approach to life and work.
