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Service Desk Catalogue - Level 1

L01SD-01 - Dedicated Support Number
Service Description	The customer will be provided with a dedicated 0845 number to hand out to their relevant user base for support enquiries. The telephone number will be manned during office hours (0900 - 1700).
Deliverables	All calls to be answered via Service Desk analyst or messaging service Call routing to Service Desk analysts with customer/contract skills and knowledge
Jade Responsibilities	Ensure that the customer 0845 number is available during working hours Ensure that the correct resource is allocated to support the customer/contracts using the service desk services
Customer Responsibilities	To provide Jade with details of who will be using the Service Desk, e.g. end users, managers etc..
Delivered by	Jade Service Desk Analysts

L01SD-02 - Initial Diagnosis Support
Service Description	On receipt of a Service Desk enquiry, the analyst will assess, diagnose and log the call on our service management system. During the lifecycle of the call, ownership of the incident will remain with Service Desk who will be responsible for monitoring, tracking and escalating to third parties and/or customers where appropriate.
Deliverables	Resolution of incidents by Service Desk Analysts for customers with an agreed First Time Fix percentage Tracking and monitoring of service calls Escalation management for breaching or failed incidents Emails sent to customer when service call is updated Service Calls logged in service management tool with unique identifier reference number for customer tracking
Jade Responsibilities	To identify any first time fixes and resolve on first call where possible Agree any FTF rate where applicable To ensure more than 90% of calls meet SLA (Service Level Agreement)
Customer Responsibilities	Provide any scripting or questions (if applicable) Produce escalation matrices
Delivered by	Jade Service Desk Analysts
Key Performance Indicators	Percentage of service calls fixed within agreed % if applicable

L01SD-03 - Single Point of Contact
Service Description	As a single point of contact for all customers, Jade Service Desk analysts will log all calls and filter them accordingly.
Deliverables	To document all customer information into an internal service desk description file To enter all SLA (service level agreements) into the service management tool To enter all Hardware into the service management tool
Jade Responsibilities	To log and filter all calls for customers
Customer Responsibilities	Use of the 0845 dedicated number provided by Jade
Delivered by	Jade Service Desk Analysts

L01SD-04 - Email & Phone Requests Supported
Service Description	Email requests can be submitted 24x7. Phone calls will be answered within business hours (09.00-17.00) for all level 1 Jade Service Desk customers. Response will be within business hours (0900 - 1700)
Deliverables	All customers receive a dedicated telephone number All calls/emails will be answered as quickly as possible All calls and emails are logged in service management tool
Jade Responsibilities	To log and resolve all calls/emails for customers in a prompt and timely manner
Customer Responsibilities	Use of 0845 dedicated number provided by Jade To hand all necessary information over to Jade Service Desk Analysts (such as serial numbers of equipment/customer contract numbers etc.)
Delivered by	Jade Service Desk
Key Performance Indicators	All emails will be responded to with a Jade Reference number within 1 hour of receipt 90% of all calls will be answered within 20 seconds by either a service desk analyst or messaging service

L01SD-05 - Break Fix Escalation
Service Description	Jade Service Desk Analysts log all break fix issues with vendors. All services calls are logged against the serial number of the equipment and/or customer contract. Jade will incident manage all service calls with third parties to ensure no SLA (Service Level Agreements) breaches.
Deliverables	To log all break/fix calls with third parties To ensure that no customer service calls fail SLA
Jade Responsibilities	To log all service calls within the service management tool with an assigned SLA (Service Level Agreement) To track, monitor and take ownership of all service calls logged To escalate any customer service calls that breach SLA (Service Level Agreement)
Customer Responsibilities	To provide Jade Service Desk with equipment information To provide Jade Service Desk with site/location/contact name onsite To provide Jade Service Desk with fault information
Delivered by	Jade Service Desk
Key Performance Indicators	% of calls logged with SLA (Service Level Agreement) as agreed with customer Number of calls failed SLA (Service Level Agreements) Number of calls escalated

L01SD-06 - Resolution, Closure and Report
Service Description	Jade Service Desk Analysts will track, monitor and resolve all service calls logged on the service management tool. On resolution of a service call, customer updates will be sent to confirm resolution.
Deliverables	To confirm resolution of all service calls with customer To send confirmation of closure of service calls with customer
Jade Responsibilities	All logged service calls within Service Manager resolved within the SLA (Service Level Agreement) To Close all service calls To report any failed SLA (Service Level Agreements) to customer
Customer Responsibilities	To contact Jade Service Desk if any faults/requests are not resolved
Delivered by	Jade Service Desk
Key Performance Indicators	Number of outstanding service calls from last reporting period Number of service calls logged during reporting period Number of service calls resolved Number of service calls unresolved at the end of reporting period