About Us
The Service Desk team provides an efficient and human interface for IT requests, incidents and a broad range of IT activities (e.g. change, configuration, release, service level, and continuity management).
Catalog of Services and Responsibilities include:
Assessment and Call Routing: receipt, tracking and resolution of basic-level (Tier 1) service requests and incidents. As needed, referrals are made to deep level support teams.
Monitoring and Metrics: inbound service requests are analyzed for trends and “root cause.” Summary reports are generated and Service Level Agreement performance measures closely monitored, in order to keep users informed on status and progress.
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Troubleshooting - Calling the Service Desk
