The concept of the Service Desk is to provide a help for all ICT users in the school.
The service desk is the single point of contact between IT and users, where they can submit
enquiries, log incidents, obtain help and request change.
The principal responsibility of the Service Desk is to enable communication with users and to
enable actions to resolve events affecting the use of computer systems.
The Service Desk not only handles incidents, problems and questions, but also provides an
interface to users for example to request equipment moves, software installations and ask for help
on how to use a system. The role of single point of contact at the service desk can also be used to
perform some aspects of Financial Management and Configuration management whilst also helping
with the production of reports and other administrative functions in other areas of FITS.
