What does an IT service desk do?
The main function of an IT
service desk is to act as the main contact point for monitoring / controlling
incidents, responding to user requests / questions and providing a communication
channel between other service management functions and the user community.
In addition to these basic functions, the service desk often plays an active
role in acquiring change requests, maintaining third party support contracts,
software license management and problem management assistance.
In some organizations, the
service desk is integrated into other business processes, such as:
- Incorporation of employees
- Integration of the acquisition
- Management of data access
- Supplier / partner of embarkation and disembarkation
- Management of reports and metrics.
- Business continuity management
- Infrastructure / services monitoring
The IT Service Desk is an
essential part of the ITSM function of modern companies. As technology assumes
a broader role as an integral part of business processes and user experiences,
it is essential to ensure that technology services work well and are accessible
to those who need to use them. The user-centered IT service desk, with its
orchestrated workflows, a great deal of organizational knowledge and
connections with the rest of the IT organization, is the critical link between
users and the IT organization.
Each organization is unique and
its service desk and the tools it uses must be perfectly aligned with the needs
of your business. If your organization is more technology-focused and needs an
integrated ITSM solution, such as Fresh Service, or that has a broader view of
the service desk to support not only IT but also other business functions that
use a service management system Customer service like Fresh Desk, Fresh Works
has solutions for the success of your organization.
Read More : it help desk outsourcing
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