10 vital functions in a Service Desk

To ensure high availability of processes, activities and workflows, it is necessary that the Service Desk provider is equipped with the required information technologies in the event of incidents in which they are degraded or interrupted.

In this article we will talk about the functions we perform in Zentius for our Service Desk customers.

1.- Main objective of a Service Desk

2.- Functions of our Service Desk services

3.- What must be defined before the start of a Service Desk

4.- Activation of your Service Desk

Main objective of a Service Desk

Focusing primarily on end-user issues, an IT service at Service Desk:

• Works as the single point of contact for end users

• Facilitates restoration of normal service operation

• Minimizes the impact for the user

• Provides services within the agreed SLAs

All this in collaboration with the NOC department as necessary to fulfill all responsibilities networking help desk.

Functions of our Service Desk services

To ensure the best service, the Service Desk manager carries out the following activities:

1. Receive all incident notifications: Through the means established by the service provider such as telephone, fax, portal or email.

2. Keep a record of all incidents: With the help of the professional services automation solution.

3. Classify all incidents: Documenting data such as the nature of the incident, the users involved, systems, devices and services affected.

4. Prioritize all incidents: This is essential for effective incident escalation.

5. Classify incidents: Based on factors such as classification and priority, the incident is assigned to the appropriate queue or resource for resolution.

6. Solve all incidents: Perform incident management tasks established based on the best practices of the manufacturer and the procedures established by the service provider.

7. Escalate all incidents as necessary: Perform the most appropriate internal and external escalation to ensure compliance with the established SLAs.

8. Meeting of resources as necessary: If this is stipulated in the SLA, the Service Desk will perform the functions of dispatching and scheduling visits in situ using internal or external physical resources.

9. Maintain constant communication with all parties: Including end users, their administrators and superior resources on the site, third-party providers, and the internal service hierarchy of the service desk.

10. Perform all scheduled activities: Including movements / additions / changes, maintenance, documentation and reports, etc.

What must be defined before starting a Service Desk

To ensure the highest possible quality in your Service Desk we need:

• Document internal objectives.
  
• Define the end user requirements.
  
• Have standardized incident management, escalation and dispatch processes.
  
• Have them in the SLA documented and understood.
  
• Agree on the deliverables of the Service Desk.
  
• Conduct training for Service Desk personnel, as well as end users and customers.
  
• Regularly monitor service levels to modify them as necessary.
  
• Incorporate response, resolution and escalation times into the SLA.
  
• Communicate all of the above to Service Desk personnel, as well as end users and customers.

Activation of your Service Desk

Some of the tasks that must be carried out before the official "activation" of your service desk may include:

• Adjust account in professional services automation solution and remote administration tool.
  
• Configure, test, and confirm the ability to generate properly formatted service requests with the information required by email and the Service Desk portal.
  
• Deploy and configure the Remote Monitoring tool, testing and confirming the correct operation of its Remote Access and Control function for managed devices and operating systems.
  
• Set up, test and confirm proper two-way integration with remote monitoring and administration tool; with high alerts that result in the generation of a properly formatted service request, including:
  • Final user
  • Device and client identification information included
  • The correct status update and cancellation of alerts occurring in the monitoring tool when solving the service request.
    
• Integration of the remote report management tool in the Professional Services Automation solution.
  
• Configuration, testing, and confirmation of proper report generation and automatic report delivery.

At Zentius we have extensive experience providing IT Service Desk  and support to companies in all business areas. Come to us to know our wide catalog of IT services that will help you in the constant optimization of your operation.