What is one of the objectives of the Service Desk?

One of the primary objectives of the Service Desk is to ensure that incidents are effectively resolved and that users are satisfied with the support provided. Confirming the closure of resolved incidents is crucial as it not only validates that the issue has been addressed satisfactorily but also keeps users informed about the status of their requests. This process often includes communicating with users to ensure that they agree with the resolution and that their expectations have been met.

Involving users in confirming the closure helps maintain a good relationship between the IT department and the users, fostering trust and transparency. It also provides valuable feedback for continuous improvement in service delivery and helps in tracking the quality of support provided by the Service Desk.