Service Desk

A service desk is the single point of contact (SPOC) between the Managed Service Desk (IT) and users for simple support queries. A typical service desk manages incidents and services besides handling user communications for outages and planned changes to services.

A service desk is the problem-solving point of contact between a provider of IT services and its end-user. Service desks can manage everyday IT incidents, disruptions (such as outages), planned and unplanned service changes. A service desk typically uses a ticketing system to capture all incidents or requests, managing both internal and user-facing support departments. Today's service desks generally employ cloud-based—and even AI-based—software to efficiently manage workloads.