For calls forwarded to the Service Desk, the staff member will use pre-defined questioning techniques to assist in the collection of useful information for the incident record. At this point the Service Desk analyst can begin to provide some initial support by referencing known errors and simple diagnostic tools. Where possible the incident will be resolved using these sources of information, closing the incident after verifying the resolution was successful.

For incidents that can’t be resolved at this stage and the user is still on the phone, the Service Desk analyst should inform the user of the next steps that will be taken, give the unique incident reference number and confirm user contact details for follow-ups.

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