How do you follow-up on employee issues? Are you doing everything possible to ensure your employee downtime is minimized? Can you be sure? Do you have the reports to back-up your argument? Do your help desk staff have all the information they need so they can respond to support requests accordingly?

This Service Desk Handbook streamlines support interactions across organizations to enable you to:

* Prioritize and manage incidents received via email or the employee portal * Provide employee self-help and incident tracking * Give help desk staff complete item history and status when responding to incidents * Allow supervisors to manage staff workload with real time reports * Enable organizations to set SLA's relative to department requirements * Provide SLA reports to ensure incident deadlines are met.

Get this book now to Enable your Service Desk to be the direct line of any impact on the Service Level Agreement (SLA) and as the centre of information.