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A Service Desk is the Single Point of Contact (SPOC) for Authorized Users and deals with all Incidents and Service Requests (including requests for access). The primary purpose of the Service Desk is to restore regular service to Authorized Users as quickly as possible and in accordance with Service Levels. Specifically, the Supplier will:
· Support Authorized Users who submit Incidents via phone, web chat, electronic mail, a secure Web site, or other means approved by Client. Continuously educate Authorized Users on the use of such media.
· Receive, categorize, prioritize, log, and monitor all tickets (e.g., Incidents, inquiries, and Service Requests) in the ITSM system for Authorized Users.
· Provide support to Authorized Users on both a reactive and a proactive basis
· manage Incidents from Authorized Users relating to all IT Services in conformance with Incident Management.
· Co - ordinate end-to-end Incident identification, escalation, resolution, and closure process.
· Provide Level 1 assistance to inquiries on the features, functions, and usage of Buyer custom applications/software; Service Desk (SD) shall create relevant SOPs and support based on the SOPs
· Resolve Incidents within prescribed time limits as defined by service levels, priority levels, Incident and Problem Management Procedures and escalate appropriately.
· Manage Service Requests from Authorized Users relating to all IT Services in conformance with Service Fulfillment and Change Management.
· Manage access requests from Authorized Users relating to all IT Services in conformance with Access Management.
· Provide VIP support to VIP users. Identify requests (incidents & SR) from VIPs and provide immediate response from Service desk and expedited services.
· Co - ordinate with Third Parties the resolution of Incidents and Problems associated with End User Equipment and End User software. DSS is ultimately responsible for escalating all Third-Party Incidents and Problems associated with failure or degradation of Services related to End User equipment and End User software when such incidents and problems approach or miss Service Level targets.
· Co - ordinate Third-Party onsite technical support to Authorized Users for maintenance and break/fix activities.
· Support Third-Party Vendors in the execution of DDCs and coordinate such activities as and when applicable.