Service desk what is

It focuses on improving the efficiency and performance of IT technicians, meeting service-level agreements and shaping the way IT professionals deliver their services to both internal employees and to customers.

In most organizations, the help desk is a component of the service desk, and is concerned only with end-user issues, requests and user satisfaction. A service desk, when integrated with other IT management tools, helps provide seamless execution of IT operations in an organization.

Most managed service providers MSPs use a professional services automation PSA tool to run their business efficiently. A PSA tools is a software solution that provides a suite of functions such as service desk, project management, billing and finance, and customer relationship management CRM. All languages Choose your language. ITSM Open and close the navigation menu.

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What is a service desk? What is a help desk? Service desk vs. So while the name may give you a point of reference, it is necessary to look deeper and consider the purpose and use case of each to understand the key differences. A Help Desk allows the IT department to respond to unexpected issues within IT infrastructure or the services they provide.

A Help Desk is reactionary, and is used to manage problems when they arise, allowing for them to be logged, tracked and hopefully finally resolved.

A Help Desks will focus on facilitating the communication between support staff and end users to help solve problems, and its purpose is to keep things running on a day to day basis. A Service Desk can be thought of a strategic big brother of the Help Desk, it can do everything the Help Desk does, but also allow you to plan, structure and provide the delivery a wide variety of IT services.

Service Desks typically include elements such as a Service Catalog, which formalize the processes and resources required to deliver a particular service, and allows them to be requested either by an end user or internal customers such as members of the IT department. Our software lets you set multiple SLA policies to create task deadlines based on different business hours or ticket categories.

Now, you can resolve tickets based on priority, and automate escalation rules to communicate violations within the service desk. Stay on top of the high priority tasks and things that need your attention. We use cookies to offer you a better browsing experience, analyse site traffic, personalize content, and serve targeted advertisements.