The service desk is a single point of contact between the customer services team and our customers. It enables us to track our customers needs and respond rapidly to enquiries by fully utilising all the available resources like the most appropriate staff to deal with enquiries and sharing of the latest knowledge base articles. Using a service desk enables us to measure and improve our performance for our clients. It is our frontline support where our customers can raise requests directly within our system and track them to resolution.
What it does? Its the first point of contact for customers and employees alike. Jira service enables organisations to adopt new, modern practices that fit their needs and deliver high value to the business.
What is the role? The key role of the service desk is to be the point of contact to address and resolve service requests raised by the clients, in line with the service desk objectives and therefore to satisfy the communication needs of the IT staff and the users of the customer organisation.
Jira Service Management (JSD) is our help desk tool. It provides you with customer facing portals, enhanced SLAs, agent queues, and more, including enhanced reporting on service response times. Besides the customer portal, it also accepts issues through email.