Desk duties and handovers
Plan service desk duty rosters, review coverage and manage handovers. Keep primary, backup and specialist responsibilities clear as shifts change.
A practical example for your team
A department plans next week's desk coverage, replaces a primary handler who is on leave and hands open requests to the incoming duty team.
Illustrative workflow. Your setup, access and enabled features determine the available steps.
See how WorxCenter fits togetherHow desk duties and handovers works
- 1
Plan the roster
Configure duty windows and eligible people for primary, secondary and specialist roles. Preview the roster before publishing the desk's coverage plan.
- 2
Handle coverage changes
Review scheduled and live coverage, then use authorized overrides when assignments need to change. Leave backup and presence behavior follow the desk configuration.
- 3
Hand over open work
Use the desk brief and handover items to see outstanding requests. Record the next action and ownership as responsibility moves between duty periods.
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Explore internal service deskWhat to prepare for a walkthrough
Bring one project or service queue, the people responsible and the stages your team uses. We can discuss task views, sprint needs, service levels and duty coverage.
Bring an example of this process and the people who need to participate. We can confirm the relevant plan, access and configuration.
Make desk duties and handovers work for your team.
Tell us what you need to achieve. Your enquiry will include this feature so the conversation starts with the right context.