Service Desk Operations for Healthcare Programs

A service desk creates a controlled route for requests, incidents, questions and escalations.

Core capabilities

• Request intake
• Categorization and priority
• Ownership
• Status tracking
• Escalation
• Knowledge articles
• Reporting

Operating cycle

1. Define request types.
2. Set priorities and response targets.
3. Assign queues and owners.
4. Standardize escalation.
5. Review recurring causes.
6. Improve the knowledge base.

Employee Support Program case study

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