As explained in the previous chapter, the Service Desk role is extremely crucial to the business’s success and is of high visibility. As a result, there are numerous challenges faced by it.
Challenges facing Service Desks include:
• Recruiting, training and retaining staff with the appropriate skills
• Procuring, utilizing and maximizing the performance of an appropriate Service Desk tool
• Ensuring that the Service Desk is the single point of contact
• Ensuring that the Service Desk is not bypassed
• Obtaining meaningful Customer Satisfaction data
People In-Charge of the Service Desk
There are potentially a number of individuals who collective share responsibility in terms of handling the Service Desk operations. They are:
• Service Desk Manager
• Service Desk Supervisor
• Service Desk Analyst
• Super User
The mix of roles will be determined by the size of the organization being supported and the type of support being provided.
Relationship with Other Service Management Processes
The Service Desk undertakes a number of Service Management processes, primarily Incident Management and Request Fulfillment. There will also be links to many other processes. Service Level Management provides the targets for Incident and Request handling. Change Management will provide details of forthcoming changes allowing the Service Desk to plan, train and roster staff accordingly.
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Next: Introduction to Request fulfillment