The service desk, as we've seen, serves as the single point of contact for the users and has the primary responsibility of restoring normal service to users, to allow them to return to their work satisfactorily. There are several day-to-day tasks that help to achieve this objective, and which are the responsibility of the service desk:
Logging and categorization of incidents and service requests
Performing the first level of diagnosis and resolving incidents/requests they are capable of, and correctly and timely escalating the others
Timely user communication and updates
Closing incidents, requests, and others
Conducting satisfaction surveys
Updating the CMS
The service desk executes several processes and performs various roles in its day-to-day activities.
