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


  • 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


  • Tracking, managing and reporting all Requests from End Users
  • Documenting the service desk procedures , Maintaining the Complaint Register


  • 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