AITS Service Desk - Engaging our services
- Fulfill requests
- Resolve issues
- Provide information
If you simply want all incoming tickets transferred or escalated, use other existing automation solutions such as a TeamDynamix web form for intake. Service Desk preparation requirements when onboarding a new service:
- Service information
- how many users?
- profile characteristics (are they IT Pros? VIPs? students? faculty?)
- Customer knowledge articles (with screenshots)
- Escalation paths for Service Desk
- For each type of service request, which group should we escalate to?
- For each type of incident, which group should we escalate to?
- Security for the service
- Is authentication required?
- What are the security roles or levels of access?
- How is security provisioned?
- Access for Service Desk staff
- Overview/training for Service Desk
Contact the Service Desk Leads with questions or further inquiries.