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.
