SERVICE OFFERING – Service Desk
Service Desk Activities
- Primary operational point of contact for IT support
- Call Handling , Request Management , First Call Resolution
- Solving application specific how-to queries
- Developing and Managing a Complaints handling and resolution procedure
- Level 1 application services
Daily
- Logging of all calls , Assigning all calls to appropriate resolver group
- Logging all service requests , Proactive outbound calling
- Resolving the initial call during the call by taking resolution actions, wherever possible
- Encouraging use of self help and Web Support
- Operating a Complaints handling and resolution procedure
- Resolving Complaints wherever possible. All issues of user dissatisfaction will be recorded against the relevant call
- Escalating Complaints that cannot be resolved by the service desk in accordance with the escalation process
- Investigating and identifying causes of Complaints
- Where appropriate, take action to resolve Complaints
- Maintaining user administration on Applications through Active Directory
- Maintaining user administration on Applications that are not managed through Active Directory
- Performing daily Service Desk health checks
- Resolving based on information captured in KEDB (Known Error Database). If not able to resolve pass it on to onsite retained team or Level 2 team.
- Closing Incidents when the End User is satisfied with the solution to the Incident
- Executing Requests that falls under the level of support, clarify with users if more information is required
Weekly
- Tracking, managing and reporting all Requests from End Users
- Documenting the service desk procedures , Maintaining the Complaint Register
Monthly
- Identifying gaps in terms of training if issue is repeated
- Producing a formal periodically written report (as part of the Monthly Service Report) of all complaints, including, causes, actions taken, and outcomes
- Performing of general housekeeping activities