Since its creation, the Service Desk team has aimed to make everyday life easier for the CERN community by providing them with clear, efficient and high-quality support, whether over the phone, through tickets or during visits to the CERN Community Support Centre (CCSC).

To better meet the needs of users, we are enhancing our quality assurance process for telephone calls. The aim is simple: to ensure that every call provides a relevant and appropriate response, while also ensuring that procedures are correctly followed and the Code of Conduct is respected. Some calls may also be used to support the training of future colleagues and the sharing of best practices.

When you contact the Service Desk by phone, a message will inform you that the call may be recorded and ask for your consent. Recordings will be stored for one month, to provide time for quality checks.

Thank you for your trust and continued collaboration. Your feedback helps us deliver a better service every day.