Week 2
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The fortnight report summarizes the services offered by the service desk system including hardware, software, infrastructure and print support as well as consultation to ensure customer satisfaction. It details actions taken to troubleshoot internet connectivity, respond to user questions, resolve printer issues, and configure scanners. The report was prepared by Sammy Cheboi for Elizabeth-AA of GM ICT on February 22, 2013 to provide an overview of the service desk activities in the past two weeks.
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Andrew Shepherd - Rethink the service desk role to change its image forever
Week 2
- 1. KENYA AIRPORTS AUTHORITHY FORTHNIGHT REPORT SERVICE DESK SYSTEM This system is automation and management of ICT support request for all users. It provides a single point of contact for users to gain assistance in troubleshooting, get answers to questions, and solve known problems. Services offered are Hardware support Software support Infrastructure support Print support Consultation support Customer service department Striving towards ensuring customer satisfaction Responding to request for support within the agreed timelines Continuously working to inculcate the improvement of quality of service. From the promise of the service desk, I learnt three basic qualities; To always offer friendly and polite service. To answer emails and telephone calls as promptly as we can Prioritizing calls based on their criticality and offering action accordingly. ACTIONS I DID AS FAR AS SERVICE DESK IS A CONCERN Troubleshooting internet connectivity problems in some departments. Responding to various answers from the end users of the system in the organization. Troubleshooting printer connections problems. Configuration of scanners Prepared for: Elizabeth-AA of GM ICT, Title Prepared by:SAMMY CHEBOI, Submission date: February 22, 2013.