Help desk

Help desk (alternatively known as service desk; hereinafter, the Desk) is the point of communication between the service provider and all its users. The Desk relates to service management and is a part of the ITIL practices, which also distinguishes service desk practice.

Definitions

According to the ITIL Foundation 4e by Axelos,

Service desk. The point of communication between the service provider and all its users.

Purpose

The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point/single point of contact for the service provider with all of its users.

Best practices

People focus

With increased automation and the gradual removal of technical debt, the focus of the service desk is to provide support for 'people and business' rather than simple technical issues. Major influence on user experience and how the service provider is perceived by users. The service desk can focus on excellent customer experience when personal contact is needed.

Organizational knowledge

Practical understanding of the wider organization – the empathetic link between the service provider and users.

Technical expertise

The service desk may not need to be highly technical, although some are. At any rate, support and development teams need to work in close collaboration with the service desk.

Technology

Supporting technologies for a centralized service desk include:

• Intelligent telephony systems
• Workflow systems
• Workforce management/resource planning systems
• Knowledge base
• Call recording and quality control
• Remote access tools
• Dashboard and monitoring tools
• Configuration management systems

Virtual desk

A virtual service desk allows agents to work from multiple, geographically-dispersed locations. It requires more sophisticated technology, allowing access from multiple locations and complex routing and escalation.