Incident Management

1           Scope

This document describes the Incident Management Process as implemented in  Company  ICT Department.

The Service Desk/Incident Management Process ensures a quick recovery of service degradations to the agreed service level for all Europe/Headquarters employees. The Service Desk carries out the first-line activities and provides a single point of contact for all these customers.

IT HELPDESK PROCEDURE

1.        Purpose

Company, like many other companies nowadays, depend to a great extent on information technology in conducting its daily operations. Users are expected to interact with increasingly complex information systems and applications, requiring not only more intensive training, but also more efficient and effective support from dedicated staff should problems arise. Company’s IT Helpdesk Procedure provides transparency in the processing of these IT related problems. From a user perspective, IT ensures that users will receive effective and professional support from IT staff. From the IT helpdesk perspective, this procedure provides a solid guideline for a professional approach to solving problems of users.

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