service desk agent

 IT service requests are handled through the service desk

Although the service desk handles both Incident Management and Request Fulfillment, it would be a mistake to think that these primary IT service desk responsibilities are equally important to the service desk analysts. In most cases, service requests are relatively minor and do not reflect a high priority issue. Users may call and request that their password be reset, or for software to be installed on their machine, or they may simply be requesting information.

However, the service desk ensures that employees have one place to turn for the most basic IT service problems that they cannot solve on their own. The ITIL service desk responsibilities for request fulfillment include:

Request fulfillment support - Similar to the incident management support process, the service desk administrator must ensure that tools, processes, personnel and training are properly maintained to perform a request fulfillment process effective and efficient. This includes training helpdesk analysts on how to serve customers, as well as creating a service catalog and including automated self-service options that proactively reduce the number of service requests and help maintain customer service requests. agreed service levels.

Request log and categorization - Service requests, such as incidents, are logged and classified according to their type and priority. Importantly, the service desk analysts must include a verification step to validate that the person submitting the service request is authorized to do so service desk agent.

Execution of the request model : it means fulfilling the requests of the clients in a suitable time frame. IT departments must manage expectations by agreeing with the company on the level of service to be provided and ensuring that requests are fulfilled within the agreed schedule.

Request Closure and Evaluation : The service desk has the same reporting responsibilities for the request fulfillment process as it does for the incident management process. If issues or bugs are discovered that require further attention, they should be moved to Issue Management for a root cause analysis. Otherwise, the service desk must generate an Application Record with all the most important information about the application so that it can be documented for further analysis and investigation.

Request fulfillment and incident management can be equally important processes within the IT organization. When customers cannot access your machine because they forget their password, it is important that a member of the service desk staff is available to offer a quick password reset that can quickly reconnect. At the same time, this is exactly the type of service that can be automated through a service catalog that offers self-service. Service desk staff must continually develop a knowledge base and self-service portal that enables customers to handle IT issues on their own when convenient and reduces the burden on the service desk.