Who is a Service Desk? Why do many organisations looking Service Desk Professional? As you prepare to grab the job, you'll need a level knowledge to pass the test, and interviews. ButITIL Service Desk Management Topic will answer this.

This is an excerpt of the ITIL Version3 Foundation Class Training Manual:

Introduction
Service Desk is a front end office for the IT Department. It handles mini work. It is also the single entry point of contact in the IT organisation, this is from the customers’ perspective, since the customers do not need to see a physical personnel for any information as regards the company of IT Services.

Benefits of Service Desk Support
1. It enhances user access to IT department- First line liaison.
2. It promotes faster response /Turnaround to request while recording and tracking incident and complaints.
3. It improves communication and team work by informing about the status, progress, assessment and changes, either short term or long term.
4. It escalate procedure based on the Service Level Agreements (SLAs).
5. It helps in managing requests ticket and monitor changes lifecycle.

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There are many more things to consider such as Problem Managment, Incident Managment, Service Level Agreements(SLA), etc.

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