SvcDeskProcessDesign

SERVICE DESK DESIGN


DEFINE SERVICE DESK STRUCTURE  AND PROCESSES
  • Define Service Desk structure and processes, including:
• Service Desk workflow
• RACI definition for Service Desk
• Tools integration
• Requisite skillsets
• Requisite training
• Ratio to users, systems, and operations roles
• Performance measures
• Career growth and mentoring
• Recruiting, hiring, and retention
  • Service Desk is often considered an entry-level role, but will likely have the most user interactions of any  IT team, thus requiring persons with knowledge and bedside manner.
  • High volume of user interaction makes Service Desk a key ingredient of end-user satisfaction.
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