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User Support Tools – Service Desk

What is a Service Desk?

The Service Desk is designed to be the main point of interaction among the National Olympic Committees and the authorized users of the NOCs.

What does a Service Desk do?

A Service Desk is a tool to monitor and register incidents at the service level and respond to requests and questions from users.

Benefits of a Service Desk

Saving of costs and scalability are the two most common benefits that organizations look for when implementing a Service Desk.

Help Desk Ticket Management

Organizing the incidents, the service requests and the performance of the support teams as well as the escalation to external suppliers.

Knowledge Base Management

Knowledge is the most valuable resource for Service Desk and it´s necessary for the data knowledge quality to be as good as possible to maximize the operating performance.

Self-Service Portal

Many problems and requests that generate calls from the user to the Service Desk are matters that could be solved by themselves if they had the suitable tools and access to information.

Management and Reporting

The management and reporting functions of Service Desk are essential within Service Desk since they allow us to preventively identify any problem that could cause a serious impact.

SLAs

They allow us to measure the quality of the service through service level agreements (SLAs) between the suppliers and the National Olympic Committees.

Scale of Requests

Support center for users from different locations and whose second escalation line may or may not be outsourced.

Learn more about Service Desk

CONPaaS will provide their members with an effective Service Desk with a solid technological grounding that provide the technicians and authorized agents with the tools and information to assist the needs of the users effectively authorized.

Take the pulse of the user

  • Service Desk is the starting point for many processes and key services and therefore it is usually the essential interface for the interaction among the authorized users, processes and the CONPaaS services that make them possible.
  • The monitoring of this interaction offers valuable perspectives about users´ satisfaction, their feelings towards the services and functionality and the unmet needs that could be potentially addressed by new services in the future.

Early warning of potencial problems

  • Monitoring tool to preventively identify and address problems with services.
  • Evaluation of patterns and trends in incident management.

Self-Service Portal for the final user

  • Many problems and requests that generate calls from the user to the Service Desk are matters that could be solved by themselves if they had the suitable tools and access to information.
  • The support competence for self-service allows users to solve their problems more quickly without the delays linked to having to wait for an agent.