A Service Desk is a communication center that provides a central point of contact between the
company and its internal and external customers. It aims to provide services in a timely manner.
A Service Desk requires the following to work efficiently:
UAE University is in the process of establishing a service desk for the UAEU community: students,
faculty members, staff and external users.
UAEU Service Desk
What is Service Desk?
How does Service Desk work?
First, customers must be able to reach the Service Desk Agent through a variety of communica-
tion channels such as email, telephone, live chat and through the portal.
Once the customer reaches the service desk agent, s/he can explain his/her case (problem or
request). The agent will gather the required information and input it into the service desk
system.
The service desk agent will assign this request to the relevant Expert Agent.
The expert agent will resolve the case, update the resolution and update the status of the case.
PHONE
FAX
EMAIL
LIVE CHAT
ONLINE
SUPPORT
WALK IN
UAEU Service Desk
With these benefits in mind, the university has decided to embark on the establishment of a
Service Desk to provide an enhanced communication experience with its stakeholders and to allow
a speedy and smooth resolution of its stakeholders requests and problems.
December 2015
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UITS Newsletter
