Final answer:
The final action by a service desk is the resolution and closure of the issue, involving verification with the user, documentation, and formal closure of the ticket in the system to ensure service quality and customer satisfaction.
Step-by-step explanation:
The final action taken by the service desk on an issue typically involves the resolution and closure of the reported ticket. Once the problem has been resolved, the service desk will generally perform the following steps:
- Verify that the solution is satisfactory for the user and that it resolves the issue.
- Document the resolution in the incident management system or service desk tool for future reference.
- Inform the user that the issue has been resolved and confirm with them that the case can be closed.
- Officially close the ticket in the system, which often involves setting the ticket status to 'Resolved' or 'Closed' and noting the resolution details.
It is important that all these steps are followed to ensure both the quality of service and customer satisfaction. Each resolved issue contributes to the service desk's knowledge base, potentially making it easier to solve similar problems in the future.