1

Roles and Responsibilities

SDI
series
 Service Desk and Support Analyst – the role
 To represent the service desk in a professional manner
 To consistently deliver quality customer service
 To serve as a single point of contact (SPOC)

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 Service Desk and Support Analyst - responsibilities (1/2)
 Maintain and enhance customer satisfaction throughout
the life-cycle of all service desk interactions in a
respectful, courteous and positive manner.
 Manage customer expectations
 Provide appropriate support
 Accurately document all interactions
 Maintain and share appropriate
product and services knowledge
 Ensure customers receive consistent
messages
 Perception equals REALITY

M01 - Roles and 5/34 | 13/281

 Service Desk and Support Analyst - responsibilities
(2/2)
 Manage customer expectations
 Provide appropriate support
 Accurately document all interactions
 Maintain and share appropriate product and services
knowledge
 Ensure customers receive consistent messages
 Communicate effectively with stakeholders
 Adhere and contribute to the service desk’s processes and
procedures
 To be aware of appropriate societal and environmental
issues and responsibilities
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 The Service Desk - responsibilities
(2/3)
 Manage customer expectations
 Keeping the organisation and/or supported customer performing
at the highest level possible
 Provide the customer with a first contact resolution where
possible
 Providing fast, responsive and consistent quality service
within agreed service levels
 Manage compliments and complaints
 Balance support expenses to deliver optimum levels of
quality and cost effectiveness
 Provide a clear communication channel between customers
and the IT organization
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 The Service Desk - responsibilities
(3/3)
 Follow the organisation’s policies, processes
and procedures
 Adhere to, police and support the organisation's security
policies/requirements
 Demonstrate the value and contribution of the service desk
to the organisation
 Contribute to knowledge creation and maintenance
 Develop and implement effective processes and procedures
 Identify service improvement initiatives
 Being aware of appropriate societal and environmental
issues and responsibilities relating to the service desk

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 The Organisation’s Policies - the importance of adhering to
them
 Supports consistent behaviour
 Provides a framework for the analyst to work
within
 Provides a framework for consistent service

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 The Organisation’s Policies - the
objectives
 The key objectives are to:
 Provide clear definitions of the boundaries to work within
 Provide a code of conduct
 Define procedures for dealing with inappropriate behaviour

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 Local and International Legislation - importance of
compliance
 Deliver service and support within corporate and legal
parameters
 Protect the organisation from litigation
 Deliver good employee relations
 Provide a safe working environment
 Protect data

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 You only ever have one chance to make a good first
impression

csuktv.com
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 Service Commitments and
Ethics
 Consistent service means:
 All customers receive the same quality of service
 Priority levels consistently assigned in accordance with the
SLA

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 Protect and Enhance the Service Desk’s Image
 Keep customers advised of the steps being taken to resolve
their issue
 Give customers accurate information without blaming
others
 Focus customer interactions on the resolution
 Demonstrate professionalism and promote positive
results
 Be aware of personal conduct outside the service desk and
the work environment

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 A Good Service Attitude - the characteristics
 Takes ownership and sees through to conclusion
 Has a sincere willingness to help
 Maintains a positive attitude
 Shows respect and courtesy
 Is focussed and attentive
 Focusses on business needs while providing the best
possible service to customers

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 A Good Service Attitude - the
impact
 There are many rewards to be gained when we work
towards improving our service focus:
 It sets the customer's expectations
 It creates a positive impression
 It helps to gain the customer’s confidence and trust
 It builds rapport
 Good attitudes are contagious
 It enhances future contacts with the customer
 It increases customer satisfaction

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 Delivering Service Excellence - the characteristics
required
 Listen
 Convey empathy
 Realise needs and
expectations change
 Develop measurable
processes and procedures
 Encourage excellent
customer service in others
 Honour commitments

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