The IT help desk services are typically seen as more tactical, with the primary goal of helping to quickly resolve end-users’ immediate needs and technical issues and incidents. The help desk is reactive in nature but is expected to be efficient and speedy. Some key traits of the help desk include: Acting as a single point of contact (SPOC) for IT support Using a tracking solution for all incoming incidents Automating ticket tracking, routing, and email notifications Offering basic incident and service request management Some (limited) integrating with other ITSM practices, such as configuration management and knowledge management Some areas/applications supported by specialty groups outside of the help desk Providing Levels 1 and 2 support and pass incident ownership if escalation is needed Displaying basic self-service options for end-users. IT service desk is a generally broader function that is more strategic and cross-organizational. A service desk looks at t...