SERVICE DESK
The customer Service desk ensures a single place for the performance of services or a single point of contact for the receipt of all requirements and incidents. It is the central communication node, including procedural and technical interface both in the direction of the internal units of the service provider and in the direction of the user and external partners or suppliers. The Service Desk is a service for selected customers of other services and is not offered as a separate product.
Aims of service
- attainment and maintenance of SLA parameters,
- maximisation of resolved incidents at first level of support,
- implementation of processes and tools in such a way that failures of the supported systems are minimised,
- optimisation of processes with the aim of attaining the greatest effectiveness of the service,
- keeping a database of known errors and FAQ with the aim of improving quality of services and with the attempt to resolve the greatest possible number of incidents at the first level of support.
Advantages and benefits for customer
It is an integral part of servicing management with configured processes and rules for single point of contact of the customer, which deals with all of his business and technical requirements in the defined mode. It simplifies and unifies reporting, clarity and user comfort of services.
