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This video talks about:
Service Desk Responsibilities
Lodging Incident Service Requests
1.Allocating category and prioritizing
2.Providing first line investigation and Diagnosis
3.Resolving incidents/service requests
4.Escalating incidents/service requests on a need basis
5.Keeping users informed of the progress
6.Closing all resolved incident tickets and request tickets
7.conducting customer/user satisfaction callback/surveys
8.Updating CMS as directed and approved by configuration management.
Service desk structures
1.Local Service Desk
2.Centralized Service Desk
3.Virtual Service Desk
4.Follow the sun
5.Specialized Service Desk groups
6.Local Service Desk
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