Service Desk Engineer

SERVICE DESK: KEY TASKS

The main task of “Service Desk” is the solution of registered incidents, service requests when a user first contacts and the transfer of the IT provider’s solution to the group. At the same time, Service Desc controls the progress of resolving incidents and requests. In this case, detailed work instructions, a database of known errors and the technical competence of the Service Desk operator are used. Use the Service Desk service implementation service at a cost affordable to your business.

“SERVICE DESK” INCLUDES:
  1. Reception, registration, classification and routing of requests in the customer’s language;
  2. Analysis and execution of requests, solution of incidents in accordance with the expectations of the user and the requirements of the agreement on the provided service (SLA);
  3. Consulting users on areas agreed with the customer;
  4. Remote connection to your equipment (user workstations, printers, servers, network devices) to diagnose and resolve the incident;
  5. Monitoring and controlling the solution of requests that are in the work of IT service teams;
Read more: help desk analyst

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