Service Desk
(ศูนย์บริการช่วยเหลือ)
Definition
Service Desk (ศูนย์บริการช่วยเหลือ) Hard Skill
A service desk is a primary point of contact that handles user requests, incidents, and provides support to maintain IT service quality and customer satisfaction.
Expertise Level
Level 1
Basic
1. Responds to user inquiries politely and efficiently.
2. Logs incidents and service requests accurately.
3. Follows established procedures for common issues.
Level 2
Intermediate
1. Diagnoses and resolves routine technical issues independently.
2. Communicates effectively with users to understand and clarify problems.
3. Escalates complex issues appropriately and documents resolution steps.
Level 3
Advanced
1. Manages multiple service requests and incidents simultaneously while maintaining quality.
2. Analyzes recurring issues and suggests improvements to service processes.
3. Leads training or mentoring for new service desk staff.
