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Electronic Serving Desk

Electronic Serving Desk


The service desk is a communication center within the organization, the only point of contact between the organization and the client, both internal and external. The purpose of the ICT Center at Kosar University is to provide up-to-date and efficient service to the Clients of University at any time and in accordance with the laws and regulations of the University.

In order to provide better services, the service desk of this center should be in line with the optimal methods and related frameworks. One of the most important and best frameworks in this field is the ITIL framework, which introduces the ICT center as one of the most efficient ICT departments for efficient customer service management, and describes the standards for establishing and managing the center well.

The service desk is a developed help desk and call center and it is not limited to just one call center. Service desk in the context of several important and coherent processes (Incident Management, Request Fulfillment, Problem Management, Change Management, Service Level Management, Configuration Management) manages the lifecycle of all incoming calls including service requests, incidents, problems and etc to the center from put time in the database, resolving them, Referring to higher hierarchy if needed, terminating, and Informing the client about the situation.

A successful service desk consists of four key elements of human resources, processes, information, and tools that combine them to create great benefits and value for the university. The benefits of a service desk for an organization include:

  • Improving client satisfaction and improving their trust in the university
  • Improving the responsiveness of all client ICT requests that submit to the center and reducing their lifecycle
  • Improving the resolving status of ICT requests at the first client contact with the service desk
  • Improve productivity of ICT support resources
  • Effective management and control of ICT infrastructure
  • Improving preventive management of issues and events that have a high number of user requests
  • Improving the quality of ICT services

For different types of clients associated with the University's ICT center, including students, staff, and faculty, a separate service desk is provided that presents services related to each group. We hope that by providing timely and effective services we can satisfy all your loved ones.