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Service Desk Catalogue
Level 1 |
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| Service Desk & Incident Management | L01SD-01 | Dedicated Support Number |
| Service Desk & Incident Management | L01SD-02 | Initial Diagnosis Support |
| Service Desk & Incident Management | L01SD-03 | Single Point of Contact |
| Service Desk & Incident Management | L01SD-04 | Email & Phone Requests Supported |
| Service Desk & Incident Management | L01SD-05 | Break Fix Escalation |
| Service Desk & Incident Management | L01SD-06 | Resolution, Closure and Report |
Level 2 |
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| Configuration Management | L02SD-01 | Asset Log by Location |
| Technical Services | L02SD-02 | Staging/Setting and Configuration Logging by Device |
| Web Services | L02SD-03 | Web Based Requests and Tracking Supported |
| Service Desk & Incident Management | L02SD-04 | Return Material Authorisation and Call Handling with Original Equipment Manufacturer |
| Service Management Support | L02SD-05 | Service Level Agreement Reviews and Reporting |
| Service Management Support | L02SD-06 | Equipment End of Life Management and Planning |
| Service Desk & Incident Management | L02SD-07 | Incident Management to Agreed Service Levels |
| Service Desk & Incident Management | L02SD-08 | Change Control Management and Advice |
| Service Desk & Incident Management | L02SD-09 | Generic Reporting |
Level 3 |
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| Service Desk & Incident Management | L03SD-01 | Higher Levels of First Time Fix |
| Technical Services | L03SD-02 | Higher Level of Technical Experience |
| Technical Services | L03SD-03 | Root Cause Analysis |
| Technical Services | L03SD-04 | Version Control and Release Management |
| Service Desk & Incident Management | L03SD-05 | Access to Knowledge Base Articles |
| Service Desk & Incident Management | L03SD-06 | Tailored Reporting and Trend Analysis |
| Technical Services | L03SD-07 | Tailored Purchase of Engineering Technical Fix Hours |
| Technical Services | L03SD-08 | Annual Preventative Maintenance |
| Service Desk & Incident Management | L03SD-09 | 24/7/365 Availability |
