Service Delivery Team is a central access gate to the IT Products and Services for Territorial Salvation Army officers, employees, volunteers and business partners.
IT Service Desk acts as a communications channel between other service management functions and the user community and it is responsible for:
providing information and support for hardware (computers, phones, printers and other accessories)
addressing user requests/questions, troubleshoot problems and facilitate solutions to known problems
access and software management, provisioning of resources
IT Service team uses reports, dashboards and analytics to monitor operations and initiate corrective actions before issues become problems. It provides performance metrics based on the approved Service-Level Agreements (SLA).