In summary the service desk is the single point of contact between IT and users, where users can
submit enquiries, log incidents, obtain help and request change.
In a small school there would usually be one person who would look after the service desk. They
would take the incident sheets from the staff, enter brief details in a log and then contact the
technician or person providing technical support.
The service desk would then do the follow up work, ensure that teaching staff know when a fault
has been fixed, ensuring technicians are made aware of all the details of the incident and the
school leadership are aware of potential problems.
This guide explains how to Implement the Service Desk.
