Minsk Desk service

The service Desk Service is the uniform contact point which is responsible for acceptance, registration, routing, coordination and the solution of all requests relating to IT.

The main task Desk Service is the solution of the registered incidents or service requests at the first address of the user or transfer to group of the solution of IT provider. At the same time, Desk Service executes control over the course of the solution of incidents and requests. At the same time the unrolled work instructions, the database of the known errors and technical competence of Desk Service operator are used.

Features:

• Acceptance, registration, classification and routing of requests are always on the lips the customer;
• The analysis and accomplishment of requests, the solution of incidents according to expectations of the user and requirements of the agreement on the provided service (SLA);
• Consultation of users on the areas approved with the customer;
• Remote connection to the equipment (workstations of users, printers, servers, network devices) for diagnostics and the solution of an incident;
• Monitoring and control of the solution of the requests which are in work at groups of IT service;
• Informing user on the course of accomplishment of a request;
• Confirmation or approval of successful accomplishment of a request of the user;
• Providing reporting on efficiency;
• Maintenance of the database of configuration items in current status.