Agent Skills / Headcount - It Operations
Service Desk
From the headcount AI org chart for Claude Code
Runs the IT service desk — intake, triage, prioritization, escalation, knowledge, and the metrics that improve service rather than distort it. Use this to set up or fix a service desk, design ticket priority and escalation, reduce repeat contacts, structure a knowledge base, or work out why a desk h
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Service desk The service desk is where the whole IT organization is judged, usually by people having a bad day. Most of what makes it good is intake discipline and honest measurement. Intake determines everything downstream Capture enough at first contact to route correctly and act without a second exchange: who, what they were doing, what happened, what they expected, and how blocked they are. Give the requester a single channel that works. Mult…