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ITIL - Service Desk Activities

• Single Point of Contact
• Log all Incidents
• Resolve Incidents using KE DB
• Escalation
• Service Requirements
• Reporting Trends
• Workarounds
• Monitor
• Track
• Information Requests
• Categorisation
• Prioritisation
• Closure
• Refer to Second Line
• First Investigation
• First Diagnosis
• Recovery
• Keep User Informed
 

The Process of Great Leadership : Challenge the process - First, find a process that you believe needs to be improved the most.

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