Responsibilities of a Successful ITIL Service Desk
The Service Desk is responsible for accepting and recording all calls, e-mails, and information from self-help websites. This information is vital for statistics. Even wrong numbers are important. A large number of wrong numbers coming into the Service Desk may identify a problem with updating of records. Individuals who have moved to another office may not have updated their records.
The Service Desk owns Incident Management, it’s the process to resolve as many calls as possible at first level. A world class 1st level resolution is set at 85-95%. This can be achieved by close cooperation with second level support. As calls are being forwarded to second level support for problem resolution, the Service Desk has to ensure that information regarding resolution is placed in the call-tracking tool. This information can be used for similar calls received in the future. If the skill set is adjusted to allow first level support to resolve the issue then the percentage of resolution will go up. In any case the fact that the information is being collected will reduce the waiting time for resolution to the customer. Research and diagnosis for 2nd level support has been stream lined resulting in a cost saving and efficient use of 
resources.
The Service Desk is responsible for monitoring and escalating according to all SLAs. It is a given that on all Service Level Agreements the Service Desk is highlighted as the point of escalation. Close monitoring of all tickets being escalated will ensure that second level support does not miss their SLA targets to resolution.
The Service Desk will keep users informed on the status and progress of their requests. Management of the customer’s expectations and informing the customer of any status changes with their requests is vital to customer satisfaction. If close monitoring of requests is adhered to, the customer’s expectations will be exceeded. In addition to keeping customers informed, the Service Desk is responsible for closure and verification of every request.
Communication of planned and short-term outages will be done when information is gathered from either the Change Advisory Board or Service Level Management. The Service Desk will broadcast these messages to the users using whatever means are available at the time, phone messages, broadcast e-mail messages, bulletin boards, intranet, and so on.
Coordination of second level and third party support for all customers’ needs is another responsibility. The Service Desk owns all problems being escalated. They will ensure that the right 2nd level group is handling the customer’s request. They will also ensure that the proper third party vendor is involved and providing the service within the underpinning contract.
The Service Desk has the ability to inform management on all recommendations for service improvements. Being the single point of contact, the Service Desk will have insight into or input from customers’ needs. What a winning service desk!
Mr. MakingUsmile
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