Posted: Thu Apr 19, 2018 1:32 am Post subject: Need for Incident Coordinators following up for Service Desk
issue routed to service desk (1st point of contact) -> guiding the user with L1 support and post investigation the ticket has been routed to higher level support team as the SD Agent cannot fix the problem at first go -> L2 Application coordinating teams cannot fix the issue either -> issue is finally resolved by the L3 Application owner \ Tool teams.
so in this case who will follow up with the end-users to get a confirmation for closing the ticket ?
L2 \ L3 generally don't make follow-up until the issue is critical (P1\P2).
So can we have separate Incident coordinators for the follow-up who will directly report to Incident managers and this will ease the process flow as Service Desk receives n- number of tickets everyday via calls\ email?
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