September 2013
Beginner to intermediate
114 pages
2h 21m
English
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Establishing the critical roles and responsibilities
The service desk, as we've seen, serves as the single point of contact for the users and has the primary responsibility of restoring normal service to users, to allow them to return to their work satisfactorily. There are several day-to-day tasks that help to achieve this objective, and which are the responsibility of the service desk:
- Logging and categorization of incidents and service requests
- Performing the first level of diagnosis and resolving incidents/requests they are capable of, and correctly and timely escalating the others
- Timely user communication and updates
- Closing incidents, requests, and others
- Conducting satisfaction surveys
- Updating the CMS
The service desk executes several processes ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.