Genilabs' Service Desk allows our clients to monitor project status in real-time.
The objectives of the Service Desk's are:
- Providing a single (informed) point of contact for customers
- Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities
The common Service Desk functions include:
Receiving calls, first-line customer liaison
Recording and tracking incidents and complaints
Keeping customers informed on request status and progress
Making an initial assessment of requests, attempting to resolve them or refer them to someone who can
Monitoring and escalation procedures relative to the appropriate SLA
Closing incidents and confirmation with the customers
Coordinating second and third line support
The Service Desk pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Service Desk is in the direct line of any impact on the Service Level Agreement (SLA) and as such should be kept rapidly informed of any planned or unexpected changes or service unavailability.