The service desk is the central point of contact between the customer and the IT area in all matters concerning IT services. This includes help desk functions as well as coordination of change requests, service level management, configuration management and all other service management processes of Involta. 

 

Involta Service Desk Activities 

-Act as a single point of contact for customers 

-Register and follow up incident reports and complaints 

-Keep customers informed about the status and progress of their inquiries 

-Carry out initial screening of customer inquiries and initiate processing based on the agreed service level 

-Monitor adherence to the service level agreements and take appropriate measures if there is a danger of failure to meet an agreement 

-Formal conclusion of inquiries including monitoring customer satisfaction 

-Coordinate second level support and third-party support units 

-Provide management information to improve the service quality 

 

Involta Service Desk Customer Benefits 

-Improved customer service and thus greater customer satisfaction 

-Improved access to information thanks to a single point of contact 

-Faster and qualitatively improved handling of customer inquiries 

-Improved teamwork and communication within the business 

-Better focus on customers and a proactive approach to the provision of services 

-Reduction of negative effects on the business when troubleshooting 

-Better control and management of IT infrastructure components 

-Enhanced use of IT support resources and increased productivity 

-Better and more meaningful management information for decision making 

 

Involta's Service Desk Objectives 

-Increased customer satisfaction 

-Reduction in incident reports and complaints 

-Reduction in service costs 

-Improved coordination of IT service tasks, internally and externally