What is an IT Service Help Desk?
The IT Service Desk is intended to be a primary point of engagement between users and an IT organization. According to ITIL, the service desk is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services. A service desk typically has a broad scope and is designed to provide the user with a single place to go for all their IT needs.
The IT helpline function was born in the late 1980s as a support capability to fix IT issues. It was a highly technical function focused on the technology rather than the end users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t until ITIL came onto the scene in the 1990s, capturing IT Service Management best practices, that the concept of the user-centric IT service desk began to emerge.
Modern technologytrends including cloud-services, the widespread use of 3rd party components in the IT ecosystem and advancements in discovery and monitoring capabilities have led to the integration of stand-alone helpdesk ticketing systems into more comprehensive ITSM platforms that serve as the hub of operations not just for the IT service desk, but the entire IT function. As companies seek to further modernize and pursue Digital Transformation initiatives, the IT Service Desk is evolving again to become more business centric, with greater awareness of business processes and data – in many cases becoming an integrated part of companies’ business operations.
A help desk is a resource intended to provide the customer or internal user with information and support related to a company'sprocesses , products and services. The purpose of a help desk is to provide a centralized resource to answer questions, troubleshoot problems and facilitate solutions to known problems.
The primary role of an IT service desk is to serve as the primary point of contact for monitoring / owning incidents, addressing user requests/questions and providing a communications channel between other service management functions and the user community.
ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime
The Help Desk relies on student employees to provide excellent support services help deskto the University of Illinois.
The IT Help Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The IT and Application Help Desk is a single point of contact for end users who need assistance in order to perform their tasks effectively. Many organizations face uncomfortable situations in the absence of an efficient IT Helpdesk.
The IT Help Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The IT and Application Help Desk is a single point of contact for end users who need assistance in order to perform their tasks effectively. Many organizations face uncomfortable situations in the absence of an efficient IT Helpdesk.
The IT helpline function was born in the late 1980s as a support capability to fix IT issues. It was a highly technical function focused on the technology rather than the end users. Early IT helpdesks didn’t have the concept of SLAs or time-based targets for resolving issues. It wasn’t until ITIL came onto the scene in the 1990s, capturing IT Service Management best practices, that the concept of the user-centric IT service desk began to emerge.
Modern technology
A help desk is a resource intended to provide the customer or internal user with information and support related to a company's
The primary role of an IT service desk is to serve as the primary point of contact for monitoring / owning incidents, addressing user requests/questions and providing a communications channel between other service management functions and the user community.
ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime
The Help Desk relies on student employees to provide excellent support services help desk
The IT Help Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The IT and Application Help Desk is a single point of contact for end users who need assistance in order to perform their tasks effectively. Many organizations face uncomfortable situations in the absence of an efficient IT Helpdesk.
The IT Help Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected. The IT and Application Help Desk is a single point of contact for end users who need assistance in order to perform their tasks effectively. Many organizations face uncomfortable situations in the absence of an efficient IT Helpdesk.
Comments
Post a Comment