LEVELS OF SERVICES DESK

A Service Desk need to offer extraordinary degrees of service that allows you to respond without problems to consumer requests consistent with the priorities of the organization. These stages also are filters intended to guide a user to the proper technical interlocutor capable of resolve his trouble in time required by way of the rules decided for the diverse departments of the business enterprise in partnership with the IT Department.

There are 3 tiers of service desk interventions / service desk role

LEVEL 1
The consumer is hooked up to the customer’s network who registers via the “Service Desk” the request, offers an intervention wide variety and attempts to resolve the problem of the consumer with the aid of the usage of a understanding base of existing issues known within the international business.

LEVEL 2
The user has a more complex problem. He is mentioned a technical expert who has the possibility to diagnose the fault and find the perfect solution. The expert can operate if important a far off repair via taking “hand” on the person’s laptop through the community “LAN” or “WAN of the corporation.

LEVEL 3
The person is routed to a specialized technical service issuer inside the enterprise, or even to software publishers or hardware manufacturers.