The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should be the entry point and single point of contact for the service provider with all of its users. The service desk can be considered a strategic asset for any IT service provider. It is the visible face of IT and provides a consistent and friendly interface to the service provider for the consumer. Effective service desk operations not only concentrate on the logging, management, and resolution of incidents and the fulfillment of requests but have a strong focus on the quality of the user experience and interactions Service desk can support the organization for a single location (centralized), virtual (agents work from multiple geographical locations). The decision of Service desk type and level of operation will depend on business or contract requirements (for example 24x7 and technical capabilities).

Salesforce Delivery Team

Services Provided:

• Technical support and customer service to City employees who are end users of the technology platform

• The initial point of contact for IT incidents and service requests

Scope of Support:

• All Corporate applications and client-side devices

• On-boarded business and divisional applications supported

Contact Information:

• Self-Serve Portal: https://toronto.atlassian.net/servicedesk/customer/portal/29/group/142

• Emails:

Core Hours of Operation:

• 311 support: 9:00 a.m. to 5:00 p.m., Monday to Friday

• MLS/Solid Waste: 8:30 a.m. to 4:30 p.m., Monday to Friday

After Hours Service:

•Call 647-463-6974 by 311 Supervisor for 311 after hours support for high priority issues

•Limited support

Tools and Software:

For client:

• Service Cloud

• Sales Cloud

For IT Support:

• Blue Canvas deployment tool

• Druva data management tool