CHAPTER FOUR

4.0 SERVICE DESK

INTRODUCTION
The Service Desk is the primary Single Point of Contact between the Service Provider and the
Users. The Service Desk manages Incidents and Service Requests, and also handles
communication with the Users.
Service Desk Administrators use a computerized Information System to perform their daily
duties. This system is can be accessed via the Judiciary LAN.

IMPORTANCE OF THE SERVICE DESK

Resolving incidents and requests with minimal delay

Communicating with the end user

Minimizing business impacts of service failures

Proactively managing use of the IT network best practice

KEY BENEFITS

Reduce IT costs and human errors

Streamlines IT and business processes and procedures

Provides a single point of contact to identify and resolve end user incident and systemic
problems and essential management changes

Reduces service interruptions, accelerates service restorations, corrects systemic issues

and reduces downtime

Make better informed, time-sensitive decisions based on real-time, data-driven

conclusions

Drive innovation by automating common IT processes and adopting new technologies

without adding new tools, staff or methodologies

4.1 THE JUDICIARY SERVICE DESK SYSTEM (WORK FLOW)

SERVICE DESK WORK FLOW

HELP
REQUEST(CLIENT)

CLOSE

SERVICE DESK
TRY BASIC
TROUBLESHOOTING
(ON THE PHONE)

Resolve

UNASSIGNED

YES

PROBLEM
SOLVED

Save the solution

in the knowledge
base

NO

ASSIGN

LOG IN CALL

PROBLEM
SOLVED

LEVEL 1
(DECS & INTERNS)

YES

Save the solution

in the knowledge
base

NO

LEVEL 2 SUPPORT
(SADs)
CLOSE

SOFTWARE
NETWORK
HARDWARE
(CATEGORIZED)

ASSIGN

SADs
(TECHNICAL)

CLAIM

PROBLEM
SOLVED

YES

RESOLVE AND
CONFIRM

Save the solution

in the knowledge
base

NO

NO
PROBLEM
SOLVED

SITO
LEVEL 3
OUTSOURCING

PITO

YES

NO

SAD

4.1.2 OPERATION OF THE JUDICIARY SERVICE DESK SYSTEM (RIGHT WAY TO

GO)
When a client with a problem calls, the person at the front desk receives the call and if he/she can
solve the problem then instructs the client on phone the solution and the problem is solved.
In case the problem is not solved a call is assigned to level one (Data Entry Clerk and
interns) if they provide they solve the problem then the solution is stored in the knowledge
base, if they fail then level two(SADs)take on the problem if they solve it then the solution is
stored in the knowledge base if they fail then the problem is assigned to level three(SADs
technical) when they solve the problem the solution is saved in the knowledgebase, if they fail
then the problem is proceeded to the SITO ,when he works it out then the solution is saved in the
knowledge base ,in case he fails then the problem is proceeded to the PITO,when he works it out
the solution is saved in the knowledge base when he fails then outsourcing of technical SADS is
done these could be the service providers ,the problem is resolved and a confirmation is given to
the service desk and the problem is closed.

4.1.3 WRONG WAY TO GO

This is when the user with the computer problem calls level 1 or 2 or 3 first without going
through the personnel at the front desk this is not advisable and it has shortcomings such as:

Trouble tickets will not be properly logged in for further action

Follow up of the case becomes impossible

It tends to personalize ICT matters