The Service Desk is responsible for providing timely, accurate, and customer-focused support for all incoming service requests. This team manages incident intake, triage, troubleshooting, and coordination across departments to ensure issues are resolved as quickly as possible. The Service Desk serves as the first point of contact for customers and internal teams, capturing detailed information, assigning work to the correct resolver group, and maintaining clear communication throughout the lifecycle of each ticket.

Core responsibilities include managing ticket queues, maintaining response and resolution SLAs, performing root cause analysis, documenting solutions, and ensuring consistent service delivery. The Service Desk ensures a smooth customer experience, supports operational performance goals, and provides the foundation for scalable growth within Symplicity’s support ecosystem.