Service Desk Solutions
Managing one or more customer service or service desk functions
Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
Delivering customer service through multiple channels including human, digital, self-service, and automated
help desk solutions with non-technical skills like communication, customer service, problem solving
customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.
Routing floating tickets to correct team
Acknowledging floating tickets
(to provide authenticity and attention)
Engaging concerned teams (to keep track of time and progress)
Keep Customer engaged to save SLA(Service Level Agreement) Join Us now!
Level 1 (First Point of Contact)
Receives and handles requests for service, following agreed procedures.
Promptly allocates calls as appropriate.
Logs incidents and service requests and maintains relevant records:
Identifies and classifies incident types and service interruptions
Records incidents cataloging them by symptom and resolution
Acts under guidance to record and track reliability data for your services Join Us now!
Level 1.5 (Also act as SPOC(Single Point of Contact))
Systematically interprets user problems and identifies solutions and possible side effects.
Uses experience to address user problems and interrogates database for potential solutions.
Escalates complex or unresolved incidents.
Records and tracks issues from outset to conclusion.
During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
Maintains records, informs users about the process and advises relevant persons of actions taken. Join Us now!
Level 5 (Manager role)
Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
Specifies, agrees and applies standards.
Ensures that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved.
Drafts and maintains policy, standards and procedures for the customer service or service desk functions.
Ensures that the service catalog is complete and current .Join Us now!
Level 6 (Department head)
Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
Specifies, agrees and applies standards.
Ensures that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved.
Drafts and maintains policy, standards and procedures for the customer service or service desk functions.
Ensures that the service catalog is complete and current. Join Us now!