The IT service desk is the operating arm of an organization’s IT department, designed to keep operations running smoothly. IT service desks handle everything from individual technical problems to sweeping system outages, providing a single point of contact (SPOC) for IT users to seamlessly and easily interact with the organization’s IT branch.
Align IT and business processes/departments
Service desks facilitate communication and collaboration between IT and other departments, helping to resolve and even avoid preventable glitches and breakdowns by helping you create, assign, track, and resolve tickets.
Improve asset management
Service desks serve as a hub for all your organization’s hardware and software assets, as well as any relevant contracts, enabling easy information retrieval, asset valuation, configuration, maintenance, and more.
Made data-driven decisions
Service desks collect and store the data from issues, products and performance results, enabling easier analysis that informs smarter IT decisions.
The service desk is the primary point of contact between the organization and the technology it interacts with. It is the driving force enabling businesses to harness technological innovations to improve productivity and enable updated, usable, and safe 21st-century workflows.
Make no mistake, though often used interchangeably, IT service desks and help desks are NOT one and the same. A service desk can often function as a help desk, but a help desk will never be a service desk.
Difference between Help Desk and Service Desk:
End users turn to help desks in order to resolve issues they may experience with the organization’s product, service, or system. As such, help desk support staff are tasked with answering questions and providing on-site help to users experiencing a problem. When necessary, they also escalate issues to a specialist or find alternative ways to resolve the incident.
Service desks take a broad approach to IT management, establishing, implementing and overseeing the organization’s (or multiple organizations’) technology strategies, addressing business technology needs within their own purview so that business processes run as smoothly and technologically soundly as possible.
Unlike a traditional help desk, the service desk's reach extends beyond answering support questions to include the handling of a broad range of technology-related tasks, including:
The multi-purpose role IT service desks fulfill within any organization require a range of applications that expand beyond traditional tech support and management. As such, IT service desk software tends to include the following features:
Any organization that uses technology in one capacity or another will find itself needing - and using an IT service desk, though their exact needs from said service desk will vary according to what it is their technology is meant to do. Here are a few main use cases:
Saving money on technology
The service desk can help organizations save money on technology by directing IT budgets to exactly the areas they’re needed most.
Timely responsiveness to downtime
A good service desk solution collects historical data on the organization’s technology and processes, enabling the identification, early warning against, and prevention of, potential glitches and malfunctions, reducing downtime significantly.
Change management across organizations
Service desks can be used to schedule change processes, assign transitional tasks, and automate notifications so that IT users know what to do and when.
Basic response to incidents
Beyond providing a channel for more efficient incident management, service desks also open the doors to self-service, via a knowledge base, driving resolution up.
Implementing the right IT service desk software can make all the difference between a service desk that successfully serves - and one that doesn’t. To best position your organization’s service desk for success, you'll need a software solution capable of handling your demanding environment’s daily workload.
SysAid's service management software is an ITIL-certified solution designed to ready your service desk to tackle any issue, incident or implementation. With the ability to manage change requests, asset tracking, help desk requests, and more, SysAid puts everything in one powerful package.
The broad scope required of the modern IT service desk positions it as a principal element in any organization’s technology strategy. The central point of contact for technology use throughout the business, service desks are needed and used by just about any organization interacting with technology as part of its operational processes. As such, selecting the right software will enable your service desk to handle all service desk tasks with greater speed, ease, and satisfaction, with SysAid leading the pack.