Establishing the critical roles and responsibilities
The service desk, as we've seen, serves as the single point of contact for the users and has the primary responsibility of restoring normal service to users, to allow them to return to their work satisfactorily. There are several day-to-day tasks that help to achieve this objective, and which are the responsibility of the service desk:
- Logging and categorization of incidents and service requests
- Performing the first level of diagnosis and resolving incidents/requests they are capable of, and correctly and timely escalating the others
- Timely user communication and updates
- Closing incidents, requests, and others
- Conducting satisfaction surveys
- Updating the CMS
The service desk executes several processes ...
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