All Resources, Desktop Support, Member
The Enormous Power of Desktop Support KPIs – Video and Slides
All Resources, Service Desk
Single Point of Contact (SPOC) | Service Desk KPI
The term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1 service desk to be logged in the ticketing system, and then either resolved at level 1 or dispatched to another source of support where the ticket can be resolved.
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