A Service Desk is setup to create a central point of contact for assisting those users who need assistance with IT related issues. Activities of Service DesksReceive all calls and e-mails on incidents

• Incident Logging
• Incident Prioritization
• Search for Workaround in Knowledgebase
• Incident Escalation
• Update Customer and IT groups on progress
• Update Knowledgebase on resolution of call
• Adhere strictly to escalation process
• Generate reports for Management

Desktop Management

• Installation of Desktop & related hardware
• Installation of Desktop OS
• Installation of related application software
• Configuring & managing local network
• Patch Management of OS & Applications
• Managing Anti Virus software & updates
• Basic connectivity & Authentication issues