Takes in requests for incident resolution and for services and acts as the service provider's one entry and contact point for every user. It gives users a clear way to raise issues, questions and requests and to see them acknowledged, classified, owned and acted on, whether the desk is a physical team, a dispersed virtual team, or automation and bots, and its emphasis is moving from technical problems towards supporting people and the business. Channels include phone with IVR and call distribution, portals and mobile apps backed by catalogues and knowledge bases, live chat and chatbots, email, walk-in desks, text and social messaging, and forums, supported by tools for workflow, workforce management, knowledge bases, call recording, remote access, dashboards and configuration management. Staff need empathy, good communication, customer service skills and an understanding of the business. The desk gathers user feedback for improvement; is the principal route for day-to-day tactical and operational contact with users; tells users about new services and helps plan releases, test them and support them early in live use; may obtain components to fulfil requests; and coordinates incidents and requests during delivery.
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