Help Desk services for technical support system are conducted according to ITIL standards. They provide a single point of contact (SPOC - Single Point of Contact) between the user and the servicer.

BSB Help Desk focuses on the management of incidents and requests submitted by users. BSB provides access to one request receipt centre (including separated lines in its support structure) that operates 24/7.

All Clients’ requests are registered and assigned to suitable operators. It is assumed that some requests are assigned to the first support line (in the case of good knowledge of tested good practices). Other requests (unusual, previously unidentified) are assigned to the second and third support lines. Registration and handling of requests can be made through different channels of access, eg. via a web browser, e-mail, phone or fax.