IT Service Desk

Great stories have a personality. Consider telling a great story that provides personality. Writing a story with personality for potential clients will assist with making a relationship connection. This shows up in small quirks like word choices or phrases. Write from your point of view, not from someone else's experience.

Great stories are for everyone even when only written for just one person. If you try to write with a wide, general audience in mind, your story will sound fake and lack emotion. No one will be interested. Write for one person. If it’s genuine for the one, it’s genuine for the rest.

Shared Service Desk

Support based on demand, preferred for ad-hoc requests, low number of users.

Dedicated Service Desk

Full-time support model, 5 days/week, preferred for high volume of tickets, high number of users.

In Country & Off Shore

Support model tailored to the needs of the business, ensuring service continuity.

IT Services Desk Workflow

Service Request Intake

Receive service requests from users/customers via various channels (e.g., email, ticketing system, phone).

Ticket Creation

Create a ticket in the IT service management (ITSM) system for each service request.

Initial Triage

Review the ticket to determine its priority and assign it to the appropriate support team or individual.

Investigation

The assigned support team or individual investigates the reported issue or fulfills the requested service.

Communication

Keep the requester informed about the progress of their ticket, including any findings, troubleshooting steps, or estimated time for resolution.

Resolution

Document the steps taken, changes made, and any additional information relevant to the ticket.

Testing and Verification

Validate the resolution or service delivery to ensure it meets the requester's requirements and resolves the reported issue.

Ticket Closure

Update the ticket status to reflect the resolution or service completion.

Knowledge Base Update

Document the troubleshooting steps, solutions, and any new knowledge gained during the process.

Continuous Improvement

Analyze trends and patterns in service requests and resolutions to identify recurring issues or areas for process improvement.