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Service Desk
Service Desk is the first and single point of contact.
It plays a vital role in customer satisfaction.
It coordinates activities between the end user and IT service provider team. It also owns the logged requests and ensures closure of these requests.
There are four types of Service Desk
Central Service Desk
In this, there is only one central Service Desk.
Local or distributed Service Desk
It is costly but closer to the user. It’s difficult to manage and maintain.
Virtual Service Desk
It is very costly and results in fast processing.
Specialized Service Desk
It includes dedicated skilled staff for specific queries.
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SLA violation – if the ticket not resolved by the give time, then it is SLA violation

Ticket Hold – hold the ticket to avoid sla violation, sometimes need time for approvals , or other time should complete a part of the issue, if it takes more than given time , so hold the ticket till the approval done or task completes , and unhold ticket to process the next steps of solutions.

Ticket Transfer -

Ticket Escalate -
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