The service desk, specifically within IT, represents the support that IT provides to employees, or end users, for its products and services. According to ITIL solution methodology, the service desk is an element of the overall service management structure that serves as a single point of contact between employees and IT technicians. Essentially, the IT service desk is the place your employees go when they have questions about (or issues with) the tools and software they need to do their jobs.
The IT service desk is primarily responsible for managing incidents, responding to and resolving user (employee) issues and requests, and facilitating communication across all departments and employees.
Other areas the service desk can support include:
The IT service desk of the past was fundamentally different than its present-day form. Initially established as a function to support and fix IT issues, it was much more focused on the technology involved rather than the people using the technology. As the convergence of technology, customer and user experience, and business processes evolves through digital transformation, the IT service desk is becoming a key element of greater business processes. This will continue to be the case as the best practices honed in IT over the last few decades make their way into other departments within the organization that also function as service providers, like HR, facilities, and more. All of this has significant impact on the factors one should consider when looking for an ITSM solution.
With smart technology incorporated into the service desk, your IT staff can focus their efforts on significant business priorities rather than spending time on mundane, time-consuming tasks. Automated ticket-routing, AI-powered smart suggestions, and machine learning capabilities help ensure your IT service desk is able to efficiently and effectively deliver services across the organization.
The modern IT service desk solutions enable organizations to provide a more meaningful and seamless employee experience through streamlined service management capabilities. An employee service portal can provide employees one place to access self-service knowledge base articles or submit service requests via a service catalog across all departments. Service desk integrations with tools like Slack, Gmail, and more allow your service desk to meet employees where they work on a daily basis.