The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery

Part 2: Components of the service desk

INTRODUCTION

Part 2 focuses on the design, construction and layout of the individual parts of the service desk:

• The virtual service desk

• The call centre function

• The service desk

• The account management

• Employees and their competence

The relationship between the service desk and the back office and the underlying process structure are treated separately. Attention is also paid to supporting the tasks at the service desk through a management information system and the setup of a virtual service desk. Finally, attention is paid to the organisation of the service desk. Topics that are discussed are organisational models, processes, structure and location, management, finances and capacity and capacity ...