service desk definition

 A Help Desk or Help Desk is a tool that organizations use to provide assistance or advice to clients in response to a particular request. It aims to provide information and technical solutions to customers.

 

Normally, Help Desks are made up of groups of technicians; who are in charge of using their specialized knowledge to find the solutions that best answer the questions or requests of the clients. This process of seeking and providing solutions is divided into two levels according to the complexity of the request:

 Level 1

This level handles common situations where the customer simply requests more information about a product or service. At this stage, the hotline is responsible for identifying needs and providing advice.

 Level 2

Here the level of complexity of the requests increases. Requests at this level typically require the technician to assist the customer in a more personalized way either through phone support or through On-site support.

 

Help Desks offer quick and practical solutions to customers; they also represent a point of contact between the company and the consumer. This point of contact serves not only to solve problems but also to motivate customer loyalty with the brand service desk definition.

 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.

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.