Service Desk Administration

 

Futuresense uses an ITIL compliant framework for IT Service Management. This system defines how Service Management is applied within an organisation.  The helpdesk as a function of the service desk is specified as the single point of contact (SPOC) for customers who need any assistance within the scope of the helpdesk.

 

Service Desk Goal:

To provide a SPOC for clients (end users who need assistance)

To facilitate the restoration of normal operational services with minimal business impact on the customer/end user within the SLA and business priorities.

 

Service Desk activities:

It is the first line of support for all IT services.  The following tasks are performed by the service desk.

Receive all communication on incidents and requests.

Incident recording, classification, prioritisation, and escalation

Investigate workarounds and solutions

Update all parties involved (both customer and service desk agents) on the progress

Communication activities for other ITIL processes: Release notifications, change schedules, etc.

Client Process

The Service Desk Administrator provides a single point of contact for all inquiries regarding Oracle products, and to ensure that end users are receiving the appropriate assistance with high levels of customer service.

The Agent is a Futuresense consultant assigned to resolve queries. 

The Support Team is comprised of Futuresense consultants who are functionally knowledgeable on the client environment and/or have the applicable access to provide prompt issue resolution.

The Account Manager aligns client expectations with the service delivery provided by the support team, and ensures that the client’s needs are met in a timely fashion.