Service Desk process overview




Every consumer contact with the carrier table is logged as an interaction. User Interaction Management is the technique for managing all interactions with the carrier desk which can be received from self-service Web pages or directly with the aid of provider table personnel. These interactions can encompass provider disruptions, service requests, requests for information (RFI), or proceedings reported via customers who communicate with the service table by using the use of immediate messages, phone, E-mail, or via self-carrier Web pages. The User Interaction Management technique allows you to without problems log and resolve easy consumer requests and to enhance others into incidents requiring further action.

Multiple person interactions may be linked to a unmarried incident inside the tool. User Interaction Management describes all the activities a help desk work needs to observe when registering a brand new incident or change. The Help Desk agent follows the necessary steps and searches for associated information records, known errors records, and present incidents or changes. This system streamlines provider table activities, thereby reducing the workload for second line assist teams.

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