Module 4: Reactive Processes
Service Desk
Is there a place in your school where you can log faults, request new equipment and find out how to use software? If not, it's time to discover the advantages of having a service desk.
The service desk acts as a single point of contact between ICT services and users, where they can submit enquiries, log incidents, obtain help and request change. The terms ‘service desk’ and ‘single point of contact’ are often used interchangeably, so we need to be clear about what is meant by a service desk:
A single point of contact can be a notepad, a telephone number, an email address, a person or a computer system. It is simply one point where all requests for technical support help are recorded.
The service desk normally implies that a person – who may be a technician or admin person – is present at the single point of contact to receive the support request. It not only handles incidents, problems and questions but also provides an interface to users.
The principal responsibility of the service desk is to enable communication with users, enable actions to resolve events affecting the use of computer systems and to collate information in a single place.
Aim
The aim of this section is to introduce the topic of the service desk and to help you implement the process in your school with a minimum of preparation and training.
Objectives
The objectives of this section are to enable you to:
- understand the role of the service desk in an ICT support structure
- understand the benefits of a service desk in an educational establishment
- be able to articulate the different types of service desk
- understand the functions of the service desk
- understand the roles and responsibilities in service desk
- understand the relationships between service desk and other FITS processes
Structure
The Service Desk material is arranged in the following sections. Click the heading links for more details:
Overview
An introduction to the Service Desk process, including the roles and responsibilities involved.
Implementation guide
A guide to implementing the Service Desk process, with direct links to templates and examples.
Operations guide
Provides a guide to the ongoing operation of the Service Desk process.
Roles and responsibilities
All roles and responsibilities for this process are described here.
Process review
A summary of the process and what you should have achieved, plus a checklist to help you identify whether you need to revisit any of the materials.
Service desk Toolkit
All of our examples and templates for this process are collected together here.
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