service desk managment

 The Service Desk

The Service Desk or Service Desk is also responsible for responding to customer requests, in fact it can do almost everything a Help Desk does. However, its functions go much further.

 

Service Desk

To better understand this idea, we need to take a closer look at the ITIL framework. This set of best practices provides a holistic view of IT, allowing companies, in addition to taking charge of solving customer problems; also focus on other important areas such as Incident Management, Change Management and Continuous Improvement.

 

Based on this set of best practices, the Service Desk also adopts a preventive approach that allows it to anticipate incidents; and create strategies that are oriented to optimize the infrastructure of the IT ecosystem within the company.

 

This global strategic vision of the Service Desk allows a positive influence not only in the IT department, but also in the area of ??finance, operations, Human Resources, etc.

 In conclusion

The Help Desk ...

 

It works based on reactivity: It solves problems in the short term, as customers express them.

Focuses on tasks: A Help Desk is usually oriented to solving problems on an individual basis, which makes each request seen as a task service desk managment .

Your Center is Customers: The Help Desk's top priority is solving end-user issues.

It requires few resources: A Help Desk can be large or small according to the needs and resources of each company. In the case of small Help Desks; they can work well with a small group of technicians and simple software.