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- Other names:
- Service desk (ITIL)
- Help desk
- 1st Level Support
- Goals:
- To provide a single point of contact for
users
- To deliver the high level quality support
critical for achieving the business goals
- To help identify and lower the cost of
ownership of IT services as a whole
- To support changes across business,
technology and process boundaries
- To aid user retention and satisfaction
- To assist identification of business
opportunities
- Responsibilites:
- Receive and record all calls from users
- Deal directly with simple requests and
complaints
- Provide initial assessment of all incidents;
make first attempt a incident resolution and/or
refer to 2nd line support, based on agreed
service levels
- Keep users informed on status of progress
- Produce management reports
- Key considerations:
- Represents the service provider to the user
- Considers user satisfaction and perception
as critical
- Depends on the right mix of people,
processes and technology to deliver a business
service
- Setting up a service desk:
- Ensure the business need is identified and
understood
- Obtain management support, budget and
resources
- Ensure the solution aligns with the service
strategy
- Identify, achieve and communicate quick wins
- Define clear objectives and deliverables
- Involve and educate users
- Advertise and sell the benefits to all
parties
- Train IT staff to be service staff
- Types of service desk:
- Local service desk
- Central service desk
- Virtual service desk
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