A typical service desk manages the day-to-day operations and problems of a company’s employees or a business’ customers. Their job is extremely important since they are the face of the organization’s IT troubleshooting arm.
Normally, customers are placed in a call queue for the next available representative. Once contacted, the service desk SME generates incidents and service requests for the matter. Next, they work to troubleshoot the issue from previous knowledge, notes from older tickets, or knowledge base (KB) articles.
If they are unable to resolve the issue, they escalate it to either a Level 1.5 representative or a Level 2 help desk SME. However, their responsibility doesn’t stop there.
Because they are a customer-facing group, the service desk needs to make sure the customer is updated on the ticket’s progress until it is resolved. Then, they may follow up to see if the issue reoccurred. If so, the process starts again.
There are a range of benefits for the service desk. One is the ability to resolve issues in a timely manner. Another is to determine if repeated calls about the same issue constitute a Major Incident (MI). A third is to gauge the customer base on the service desk’s performance and what, if anything, can be improved. This information can be fed to the help desk so they can tweak their operations as well.
More info: What is Network Congestion
