Respond to IT service desk requests
Overview
The IT service desk is the single point of contact between the service provider and the users of IT systems, whether the service provider is an external service provider or the internal organisational support team. A typical service desk manages incidents and service requests, and also handles communication with the users. This standard covers the operation of the service desk function including delivering 1st line support to meet user needs. It includes responding to requests for support and dealing with IT related incidents and problems that may arise, providing direct support to end users across a variety of platforms. It also includes dealing with service interruptions and the implementation of planned changes to guarantee the availability of IT services.
Performance criteria
You must be able to:
- Monitor the service desk issue log to identify alerts and customer service requests
- Review automated alerts to validate incidents in line with organisational standards
- Record service requests attended using defined organisational tools and procedures
- Obtain information from users to identify and categorise service requests
- Assess solutions for service requests in line with organisational standards
- Evaluate the suitability of solutions in resolving service desk incidents
- Escalate any service requests that are outside level of competence and authority to appropriate support staff, in line with organisational procedures
- Obtain confirmation from customers that service requests have been resolved
- Record the resolution of service requests using defined organisational tools and procedures
Knowledge and Understanding
You need to know and understand:
- The factors involved in monitoring automated alerts and customer service requests
- The types of requests or incidents that may occur and how to resolve them
- The methods and techniques used to identify and evaluate fixes or new solutions
- The configuration management and version control techniques for software maintenance/changes
- The procedures, practices and tools for developing, testing and applying changes to software
- The policies, procedures, guidelines, Service Level Agreements (SLAs) and coding standards for dealing with IT service requests or incidents
- The different IT applications and environments that are part of the service desk coverage
- The importance of using specific client agreements, SLAs and management plans
- The limits of responsibilities in relation to IT service requests/incidents
- The procedures for escalating problems to a higher level of authority
- The tools, templates and processes for recording and monitoring service requests and incidents and how to use these
- The standard resolution catalogue and how to use this to resolve user service requests