What's the purpose of the Service Desk?
As your “IT Department”, we stay pretty organized. To that end, the Service Desk at Information Results Corporation provides tracking and management of all the work we do for customers. This is a part of the Atlassian services we use and provide to customers.
Defining the work: Meet the Service Request from the Service Desk
The key unit of work in the Service Desk is a Service Request. A particular Service Request can be of any “size”, i.e. it might require just a few minutes of work, or it might require days or weeks to complete.
All the work that we do at Information Results, both internally and for customers, is associated with a Service Request.
Customers create Service Requests via the Service Desk.
An Information Results staff member may also create a Service Request “on behalf of” a customer through the Service Desk.
Help us help you!
Please follow these simple tips to receive the best support from us.
- Create a separate request for each problem or question you are reporting through the Service Desk.
- Include as many details as possible.
- If you are reporting any kind of error, Include the exact text of any error messages.
- We love screen shots! Include a screen shot whenever possible. For instructions, see How to take a screenshot.
Service Desk Benefits
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Keeping the Requestor up to date on status of the work
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Centralizing all communication in one place
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Informing agents on what they should be doing each day
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Simplifying time tracking
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Maintaining links to related assets
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Ensuring that each request is brought to a successful completion
Service Request Life Cycle
- Create – A new Service Request is created by the customer via the Service Desk.
- Assign – The Service Request is assigned to one of our staff members.
- Process – The assigned staff member will work on the Service Request.
- Resolve – The staff member has completed the work. The Requestor may be asked to confirm that the Service Request is completed to their satisfaction.
- Close – After a few days in the Resolved status, the system closes the Service Request.
