CHAPTER 4: THE SERVICE DESK TEAM
Since service desk staff are the ‘front face’ of the IT department, it is of utmost importance to show the right attitude to the customer. The following are some of the core values, which should ideally form part of the team culture at a service desk, that must be incorporated into its day-to-day approach to service delivery:
Respect and integrity
Building and earning respect among each other and with customers and stakeholders, recognising each other’s way of working and individual needs and requirements.
Teamwork
Combining skills and knowledge to deliver quality service to all customers and stakeholders. People are a service desk’s greatest asset, and its strength and success depends on delivering together, ...
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