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