As per ITIL definition, “The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.”
It is very important to have a single point of contact tool setup for all end customers/users and have a cost-effective ticketing system to focus on quick response and resolution time. AdiInfi helps to set up the best workflow, single point of contact service desk/customer portal, <1 minute response time, and SLA-based resolution time by using the right tools like JIRA Service Desk, Zendesk, and others as per needs.
Generally, we take 10 days of the average time for service desk setup after the analysis phase. Once the service desk setup is ready as per the needed workflow, it will be easy to get all the reports and dashboard of valuable information from a single page. It will also help to perform all L1, L2, and L3 level support operations.