Learn about how people, process, and technology are basic components of the service desk.
- We started covering terms throughout this course already,…but let's go a little bit deeper…and discuss common service desk terms in more detail.…I've often heard that working in technical support…is like learning to speak a new language,…and there have been times in my career…where I've had a conversation with someone…and we were talking about the same concept,…just using different terms.…It's important to define key industry terms…to fully understand metrics, information,…reports, benchmarking surveys,…and to determine what terms you want to implement…in your own environment.…
It's also important to have consistency in terminology…and language across your own organization.…We started by describing the service desk…as a functional group that receives…and resolves incidents, service requests,…and requests for information.…This leads us to our definition of a function…or functional groups.…These are specialized groups of individuals…who carry out processes.…So the service desk would function as a group…who carries out processes like incident management…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
Next steps1m 12s
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