DS08 Service Desk

Provide first-line advice, support and dispatch.

Registration: All customer queries are adequately registered by the Service Desk,
Query Escalation: Customer queries which cannot immediately be resolved are appropriately escalated,
Outstanding Requests: timely monitoring of the clearance of customer queries. Long outstanding queries are investigated and acted upon.
Trend Analysis and Reporting: Report on customer queries and resolution, response times and trend identification. The reports should be adequately analyzed and acted upon.

Reduced average time to resolve problems
Reduced repetitive inquiries on solved problems
Increased user satisfaction with the effectiveness and efficiency of the service desk
Increased user confidence in the services of the service desk
Improved efficiency measured by reduced help desk resources in relation to systems supported
Percent of problems resolved at first contact
Elapsed time per call

the Service Desk will acknowledge a Client enquiry within 20 seconds and resolve 75% of all enquiries within 15 minutes
The Service Desk will dispatch all enquiries not resolved within the first 15 minutes to an appropriate group for further investigation within 30 minutes for 95% of all enquiries not resolved at first point of contact.

Up-to-date and easily accessible Frequently Asked Questions (FAQs) and their answers are available
Knowledgeable and customer-oriented support staff resolve problems in close co-operation with the problem management staff
All user inquiries are consistently and thoroughly registered by the service desk
User inquiries that cannot be resolved in a timely manner are appropriately escalated
The clearance of user inquiries is monitored
User questions are resolved in a timely manner
Those user inquiries that cannot be resolved in a timely manner are investigated and acted upon
Management monitors trends to identify root causes in a proactive manner and follows up with analysis and the development of sustainable solutions
Corporate policies and programs are defined for training users in technology use and security practices
There is management awareness of the cost of support services and user downtime and of the need to take action on root-cause issues
Support costs are charged back to the business using simple tools and clear policies