Simulated workplace
Department
Service Desk and End User Support
The Service Desk is the single point of contact for every client user. Analysts log, prioritise and resolve incidents and service requests, escalate to specialist teams when needed, and keep the knowledge base current so that common problems are fixed the same way every time.
Responsibilities
What the team is accountable for
- Log and categorise incidents and service requests
- Resolve first and second level issues remotely
- Escalate to infrastructure, security or development with complete notes
- Maintain the knowledge base and user guides
- Monitor response and resolution against service levels
Performance measures
How we know it is working
71%
First contact resolution
94%
Priority two response within target
4.7 / 5
Client satisfaction
People
Who works here
PV
Priya Venkatesan
Service Desk Manager
Priya runs the service desk roster, escalation rules and knowledge base and has led the team for six years after starting as an analyst.
CF
Chloe Ferreira
Service Desk Analyst
Chloe handles first and second level tickets for medical and school clients and writes many of the knowledge base articles, two years in the role.
Systems
Where the work is recorded
Scenarios
Assessment tasks in this department
Documents
Documents the scenarios use
- Backup and Restore Procedure Procedure
- Change Management Policy Policy
- Project Handover and Post Implementation Review Template Template
- Incident and Service Request Handling Procedure Procedure
- Information Security Policy Policy
- Security Incident Report Form Form
- User Onboarding, Offboarding and Access Procedure Procedure