IT Service Desk/IT Support Desk

The Service Desk performs the first line support for the IT services. Apart from the Call Center, all Service Desk types perform the following activities: Receive all calls and e-mails on incidents Incident recording (including RFC's) Incident Classification Incident Prioritization Incident Escalation Search for Work Around Update the customer and IT group on progress Perform communication activities for the other ITIL processes Perform daily CMDB verification Report to Management, Process Managers and customers (through SLM) on Service Desk performance End User Computing Services