Introduction to IT Service Desk
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The document outlines the objectives and responsibilities of the IT Service Desk team. The team acts as a single point of contact for users needing assistance, providing first line support and resolving incidents. Issues that cannot be addressed are escalated following agreed timescales. The team also handles service requests, ensures user satisfaction, and can be contacted by telephone, email, BBM, or in person. Contact information is provided for the service desk manager to report any unsatisfactory experiences.
Introduction to IT Service Desk
- 1. IT SERVICE DESK IT DIVISION
- 2. IT SERVICE DESK TEAM MEMBER
- 3. OBJECTIVES & RESPONSIBILITIES • Single point of contact (SPOC) for end users who need assistance/help. • Providing first line investigation and diagnosis. • Resolving those incidents/service requests that do not need escalating across IT. • Escalating incidents/service requests that the service desk cannot resolve within agreed timescales. • Resolving service interruptions rapidly. • Raising service requests. • Ensuring user satisfaction in every step of problem resolution. • Etc…
- 4. WE’LL HELP YOU Service Request by: • Email / Hotline • Ticket • Phone • BBM • Gtalk • Etc…
- 5. HOW TO CONTACT US [email protected] [email protected] 0811 1669 165 021 8298 800 Ext. 140 BBM: 2353D170 You can contact the IT Service Desk by telephone, email, or in person:
- 6. CONTACT ME If you are not satisfied or have unpleasant experience with us, please let me know: My Name : Wahyu Primadi Email : [email protected] Alternate Email : [email protected] (Hangouts ID) Mobile Phone : 089 636 888887 (WhatsApp) BBM : 74EEDE90