Review major processes that can be implemented at the service desk and why they are critical to success.
- Have you ever contacted a service desk…and received the runaround?…Maybe you received an email that didn't make any sense,…or you talked to two different technicians,…who both gave you different information.…And then only to have a supervisor tell…you something completely different?…I think we can all relate.…The issue is many service desks have a lack…of processes that are documented and followed.…There are many service desk processes to review.…We are going to use a common service desk scenario…to highlight an overview major processes.…
Our goal is to use this example and illustrate at an…awareness level, the role of each process in a service desk.…So, our example starts like this, a customer is using…a software tool and is trying to perform a function,…and keeps getting an error message.…After a few attempts, the customer starts thinking,…maybe they should contact the service desk,…but before contacting the service desk,…the customer decides to go to the self-service portal…to look and see if there's any information…
- 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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