From the course: IT Service Desk: Customer Service Fundamentals

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Contact resolution

Contact resolution

From the course: IT Service Desk: Customer Service Fundamentals

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Contact resolution

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- Now that we have arrived at a diagnosis, it's time to resolve the issue. Applying a resolution will vary by organization and your specific type of service desk. It could be applying a technical resolution to resolve an incident. It could be applying a quick fix to restore service or a workaround. It could be giving information to answer a question. No matter what type of resolution we're providing, our goal is to provide it as quickly and effectively as possible. The first step in resolution is to leverage and use your resources. Resources can come in many forms, such as a knowledge base, standard operating procedures, anywhere that solutions and fixes and step-by-step procedures are documented. Resources could also be peers, other team members, vendors, documentation and web sites. It's really important to know what resources exist in your organization. The goal is to utilize your resources so that we can resolve as quickly and consistently as possible. Why spend more time than…

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