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Providing your end-user with a single point of contact (SPOC) eases up the process and brings comfort to them when trying to reach out for all problems/issues/requests and queries regarding their environment. This information is stored as reports according to the Service Level Agreement.
A service desk focuses on restoring normal service in all situations by either enabling the client with a solution from the known error database or by having the service outage corrected through intervention.
Operations provided through Service Desk