The Service Desk of a business plays an integral role in managing the service delivery process. The secret to maintaining client satisfaction, efficiency, and profitability is an effectively run Service Desk. It is essentially a service point of contact for end-user issues and focuses on minimizing impact to the customer while restoring normal service operation in a timely manner, while adhering to service level agreements (SLA’s). An effective Service Desk aims to increase client satisfaction through standardized processes and reporting, in addition to improving net profits through efficient, remote operations, and incident management. (more…)