Improving service desk operations is very daunting when you don't know what you require. This phase will take you through the following activities:

  • Identify your service desk challenges and strengths
  • Determine roles and responsibilities
  • Define structure of the service desk
  • Create a list of metrics for your service desk
  • Complete call quality assessment
  • Identify ticket template candidates

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Standardize the Service Desk

Improve customer service by driving consistency in your support approach and meeting SLAs.

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