Service Desk helper, presentations, guides, Jobs

The Service Desk performs the first line support for the IT Services.
Apart from the Call Centre, all Service Desk types perform the following activities:

• Receive all calls and e-mails on incidents
• Incident recording (including RFC’s)
• Incident Classification
• Incident Prioritisation
• Incident Escalation
• Search for Work Around
• Update the customer and IT group on progress
• Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM-reports)
• Perform daily CMDB verification
• Report to Management, Process Managers and customers (through SLM) on Service Desk performance