Service Desk process overview
Each client contact with the administration work area is logged as a collaboration. Client Interaction Management is the procedure for taking care of all connections with the administration work area that are gotten from self-administration Web pages or legitimately by administration work area faculty. These connections can incorporate help desk providers interruptions, administration demands, demands for data (RFI), grumblings, or praises detailed by clients who speak with the administration work area by utilizing texts, telephone, E-mail, or without anyone else administration Web pages. The User Interaction Management process empowers you to effectively log and resolve basic client demands, (for example, grumblings and praises) and to heighten others into satisfaction forms, (for example, Incident Management) requiring further activity.
At the point when a client contacts the administration work area, the Service Desk operator utilizes the Service Desk application to make an association record. The Service Desk specialist records the client name, the name of the part that the client is calling about, and a depiction of the administration demand. In the wake of gathering this data, the Service Desk specialist plays out the activities required to determine the client demand.
In the event that the client demand is a grumbling or praise, the Service Desk director can deal with the connection and close it.
On the off chance that the client solicitation can be settled by the Service Desk operator on first contact, the Service Desk specialist will utilize the connection to trigger an episode or an assistance solicitation, and afterward close the occurrence or administration demand legitimately with the arrangement gave. At that point, the collaboration will be shut naturally.
On the off chance that the client demand can't be settled without acceleration, the Service Desk operator can enlist another record in a satisfaction procedure, (for example, the episode, administration solicitation, issue, or change satisfaction process) in view of the Service Desk collaboration. Administration Desk duplicates data from the connection record into the recently made satisfaction record.
For instance, consider a client who can't print to a system printer:
The client contacts the administration work area for help.
The Service Desk operator populates a collaboration record with the applicable data.
Since the issue can't be settled quickly, the Service Desk specialist opens an occurrence, and the episode is alloted to an expert.
The specialist finds that the printer arrange association is broken.
At the point when a client contacts the administration work area, the Service Desk operator utilizes the Service Desk application to make an association record. The Service Desk specialist records the client name, the name of the part that the client is calling about, and a depiction of the administration demand. In the wake of gathering this data, the Service Desk specialist plays out the activities required to determine the client demand.
In the event that the client demand is a grumbling or praise, the Service Desk director can deal with the connection and close it.
On the off chance that the client solicitation can be settled by the Service Desk operator on first contact, the Service Desk specialist will utilize the connection to trigger an episode or an assistance solicitation, and afterward close the occurrence or administration demand legitimately with the arrangement gave. At that point, the collaboration will be shut naturally.
On the off chance that the client demand can't be settled without acceleration, the Service Desk operator can enlist another record in a satisfaction procedure, (for example, the episode, administration solicitation, issue, or change satisfaction process) in view of the Service Desk collaboration. Administration Desk duplicates data from the connection record into the recently made satisfaction record.
For instance, consider a client who can't print to a system printer:
The client contacts the administration work area for help.
The Service Desk operator populates a collaboration record with the applicable data.
Since the issue can't be settled quickly, the Service Desk specialist opens an occurrence, and the episode is alloted to an expert.
The specialist finds that the printer arrange association is broken.
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