The IT support services provided by a company's service desk, a centralised division, are referred to as service desk services. The major goal of the service desk is to monitor and promptly handle IT incidents and service requests to make sure that end users may access IT services.
Some of the primary Service Desk Services include the following:
The process of identifying, logging, classifying, prioritising, and resolving events that users report is known as incident management. Until it is resolved, the incident will be monitored and managed by the service desk using a ticketing system.
Request fulfilment is the process of handling user requests for information, access, or other IT services. The service desk will manage the request from start to finish and ensure that it is finished within the allotted time frame.
The process of locating and resolving underlying problems that cause incidents is known as issue management. The service desk will work with other IT teams to identify the root cause of the problem and provide a durable solution to prevent it from occurring again.
The process of planning, approving, and implementing changes to software or IT infrastructure is known as change management. The service desk will supervise the change management procedure and ensure that regular business activities of the company are not interfered with.
Service level agreements (SLAs) with internal and external clients are specified, tracked, and reported on in service level management. The service desk will keep an eye on SLA observance and work to keep or improve service levels.
Offering assistance to end users who are located elsewhere is known as remote support. The service desk will use remote support tools to troubleshoot and resolve issues without the need for an on-site visit.
Knowledge management is the process of building and managing a repository of articles that service desk analysts can use to resolve problems and fulfil requests. The service desk will keep the knowledge pieces up to date and make them accessible to analysts.
Overall, a variety of IT support services are provided by the Service Desk Services to guarantee that end users may access IT services. The service desk's effective management of incidents, fulfilment of requests, resolution of issues, management of modifications, and upkeep of service levels can contribute to greater operational effectiveness and customer satisfaction.
