Service Desk Defined

A good, yet challenging, definition of the service, or help, desk. ...

... "Service Desk Definition:

- resolves 60% or more of incoming incidents and requests without any escalation

- improves customer satisfaction significantly, when first level resolution is at 50% or more

- reduces costs and time to fix incidents

- keeps businesses running efficiently " ...

Via Service Desk Institute: SDI's Service Desk Definition