Most of the activities carried out by the Service Desk fall under the responsibility of one of the IT Service Management processes.
• Receive and record all calls from Users and deal directly with simple requests and complaints
• Provide initial assessment of all incidents, make first attempt at incident resolution and/or refer to 2nd line support, based upon agreed service levels
• Monitor and escalate all incidents according to agreed service levels • Keep users informed on status and progress • Produce Management Reports