Capabilities Of Service Desk

By Author: Jessica Lacy
Total Articles: 92
Comment this article

Service Desk serves as the center of the vital process in the field of IT service management. It helps companies operate their businesses at high efficiency and with high quality. The Service Desk manages calls from end users, customer services and other IT related problems.
Apparently, Service Desk offers services are always available for clients. Besides other options like help desk and call centers, most online users resort to Service Desk because of the convenience it provides. Basically, it is different among the two other options in a sense that it facilitates business process integration into the nature of infrastructure of the service management. In a broader perspective, Service Desk helps resolve IT problems with just few actions and it has a wide range of capabilities when it comes to IT troubleshooting. As described by the Information Technology Infrastructure Library (ITIL), the Service Desk is a very important tool for service management of information technology. The Service Desk is also considered a user-centered method that intends to provide end users with a complete and comprehensive solution for various ...
... IT requirements. It ensures that issues are addressed in a timely way and promotes the integration of IT services. Basically, the Service Desk manages both the incidents encountered by their clients as well as the service requests. Event is referred to as the disruption of the service quality or availability. Various reports for the first level incident management are also done by the Service Desk. As a customer service provider, it has the responsibility to update the consumers about the current status of a service on process. The initial task of the Service Desk is to support the identification of the IT problem. Then the incidents are assigned depending on the urgency and impact. If serious problems occur, they escalate the issue to the staff with expertise on IT. The Service Desk is capable of giving clients with interfaces for activities like third parties, software licensing and customer change requests. It filters the calls of clients for up to the second and third-level of support depending on the needs of the client. All of the information and services provided by the Service Desk are based on the provisions of the service level agreements (SLA). Moreover, it performs centralized function and continuously monitors and manages to enable customer satisfaction and to ensure customer retention on long-term basis. The Service Desk has strong level of ownership and incident communication. Any incident is tracked by the Service Desk team because they have full control of it. It ensures the IT organization’s accessibility and deal with the clients in a professional manner. The Service Desk seeks for the help of other support groups if in case issues are beyond the capability reach of other Service Desk personnel. When the initial process is completed, the Service Desk then monitors the progress of the system and what are the changes made towards positive results. It eventually contacts the person dealt with once the IT issue has been resolved.

Author is member of working team for Barrister.com. Barrister Global Services is a premier provider of nationwide IT services, computer repair and all other IT related services.