Service Desk - Templates & Policies
Topics
Customer Service Training for the Service Desk – Training DeckUse this training deck to deliver customer service training to your IT service desk team. |
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Cheat Sheet: Service Desk CommunicationUse this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on listening and... |
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Cheat Sheet: Service Desk Written CommunicationUse this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on communicating... |
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Customer Focus Competency WorksheetUse this worksheet in conjunction with the Customer Service Training for the Service Desk training deck. Review the definition and proficiency levels of the customer focus... |
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Knowledgebase Article TemplateAn accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if available),... |
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Service Definition ChecklistNon-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance. |
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Service Desk Standard Operating ProcedureThis template is designed to help service managers kick-start the standardization of service desk processes. |
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Service Desk Roles and Responsibilities GuideThe service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders. |
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Knowledge Management WorkflowsUse this template to document service desk process workflows for knowledge creation, usage, and review. |
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Self-Service Resolution WorkflowUse this template to document the process through which users will interact with the self-service portal to resolve their issue. |
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