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Who should read this guide?

Everyone in IT is involved in supporting users in some way, whether they have a job title to match or not.

Whether you’re a seasoned IT leader or a relatively new support manager, it's always important to keep up to date and remind yourself of the best practice fundamentals and trends.

If you’re in a larger organisation with a support function under your remit, I hope you’ll dip in and pass this around to your colleagues. In smaller organisations, I hope this gives you an all round view of what you need to consider for a high performing IT support function.

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End-user satisfaction is now at a record high of 98% and first contact resolution has more than doubled.

Roland D’Costa, Director of Global IT Services, 3i plc

First Time Fix rates have increased from 57% to 84%. Service Desk resolution is now at unprecedented levels of 90%.

Adrian Hiscock, Head of IT Services, Osborne Clarke

With only 10% of all contacts being escalated and better collaboration, working relationships between the Service Desk and the rest of IT have dramatically improved.

Darren Broughton, Head of IT, BLM