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This video talks about:
Service Desk Responsibilities
Lodging Incident Service Requests
1.Allocating category and prioritizing
2.Providing first line investigation and Diagnosis
3.Resolving incidents/service requests
4.Escalating incidents/service requests on a need basis
5.Keeping users informed of the progress
6.Closing all resolved incident tickets and request tickets
7.conducting customer/user satisfaction callback/surveys
8.Updating CMS as directed and approved by configuration management.
Service desk structures -
1.Local Service Desk
2.Centralized Service Desk
3.Virtual Service Desk
4.Follow the sun
5.Specialized Service Desk groups
6.Local Service Desk
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