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Service Desk

A service desk takes a holistic approach to end-users’ needs by addressing virtually everything that happens within an IT environment—positive and negative. For example, when a new person is hired, which is a positive event, the service will generate the tickets to get that person a laptop and access to all the necessary networks and databases. Service desks handle adds, moves, and changes.

A service desk provides an organization to the people who are the liaisons between the technology and the users of the technology. Implementing a service desk will help your organization take the next step in addressing needs to more closely align technology services with business objectives. 

The business benefits

  • Provides a central point of contact for all IT issues and requests
  • Functions as an operational and predictable cost model
  • Ensures consistent call handling and documentation
  • Eliminates overstaffing requirements
  • Eliminates operation distractions for management
Service Desk vs Help Desk

Service Desk vs Help Desk

The success of an outsourced service desk initiative really comes down to one thing: the satisfaction of your users. As you seek a provider, keep that in mind. Any cost savings or operational efficiencies you generate can quickly be negated if your users can’t get its technology issues resolved quickly and painlessly.

It’s also important to keep in mind the distinction between a service desk and a help desk. Help desks aid end users in fixing common technology problems. Service desks aid organizations in ensuring their users can use technology in pursuit of business goals with maximum effectiveness, including set processes and best practices. Commonly, help desks are seen as a component of a larger service desk solution.

Outsourcing Your Service Desk