With emerging tech like mobile, chat, cloud and more, service desks have never been under more pressure. Pete Canavan shares his top tips from his 20+ years of delivering end user IT support.

How well you support your users impacts productivity, the customer experience and your business advantage. For IT support to work, your analysts, users and management team need to be aligned.

This in-depth guide is packed with practical tips you can implement to improve IT services while reducing your overall workload. Technology is evolving fast. But it takes more than the latest infrastructure and tools to deliver a great service. To be successful in keeping the business moving forward, you also need the right skills, people and processes.

In this book, you’ll find what we’ve learned over two decades of solving IT support challenges for businesses that hinge on quality of service.

You’ll find sections on team management, user satisfaction, best practice processes and future trends.