The evolution of the Service Desk

Although many do not know, the so-called Service Desk has  already had its first level of service as Help Desk. This service aimed to solve simple problems that did not require time to resolve, such as clarifying doubts, registering complaints or problems and requesting services.

The Service Desk is an evolution of the Help Desk, as it encompassed its level 1 service and has higher quality to meet the demands, offering today, services divided into 3 levels.

Service levels

In the first level are the services of less complexity, such as general and operational doubts. The issue is resolved via phone, e-mail, chat, or even through forms. If the problem is more complex, the team will redirect you to the next level.

The second level activates the support when a technical visit is necessary. Service can be geared toward replacing equipment or implementing new resources.

The third level is support for more complex issues. It is composed of a specialized team that normally performs the service in person.

Read More:  servicedesk jobs