Establishing Helpdesk

One of the objectives of IT helpdesk / service desk (CHD), will be to provide a single point of contact (SPOC) between end-users, IT services and third party organizations for all IT related needs, questions, complaints, remarks and changes. The main responsibility of helpdesk will be :
•Receiving , recording, prioritizing and tracking service calls
•Monitoring and status tracking of registered calls
•Escalation and referral to other concerned departments/teams
•Provide initial assessment and attempt first line resolution of complaint
•Monitoring and escalation procedures
•Providing timely feedback to users
•Churning out management reports


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