IT Service Desk

Cork County Council's IT Service Desk represents the single point of contact between users and the IT Department and acts as a focal point for reporting incidents and making service requests. As such, user satisfaction and perception is critical. The general objective is to aid in the restoration and continuity of IT services as quickly and smoothly as possible with minimum disruption to the business.

The core functions of the Service Desk can be summarised as:

• Incident logging: receiving calls and dealing directly with requests and complaints.
• Incident recording, diagnosis and first-line support: providing initial assessment of urgency and impact, classifying priority of incident and resolving where possible.
• Allocation of Incidents to, and co-ordination of, internal support groups and third parties.
• Incident ownership and management: all incidents should be managed throughout their life-cycle, from receipt and logging to closure and verification, with the user informed of the status and progress of their incident.
• Escalation, when required, according to pre-defined procedures.

The Service Desk manages Incidents for all of the Council's city and regional sites. There are three ways in which users can log an incident with the IT Service Desk:

• Direct dial
• Voicemail
• Email

The IT Service Desk is open from 9am to 5pm, Monday to Friday.

Service Desk internal email - itservicedesk@corkcoco.ie