What Is Information Technology Service Desk (IT Service Desk)?

If you need help with your computer, the last thing you want to do is call the IT department. We're here—to help you solve your tech problems without dealing with pesky human interaction. The information technology service desk (IT service desk) is a primary IT service management function providing a single contact point between users, IT employees, a business, and customers. It is implemented by organizations that follow the Information Technology Infrastructure Library (ITIL) practices. The IT service desk manages a company's IT services, which include receiving calls from users and logging their complaints, communicating with the IT department to resolve technical issues, and providing customer support. An excellent example of an IT service desk is Microsoft's Answer Desk. It is where you can go if you have an issue with your Windows PC. You can even get free technical support for your product! Do you know what the best part about an IT service desk is? It's not the fact that it's an excellent way to keep your business running smoothly or that it helps you save time and money. Nope, it's not even that it makes for a more efficient work environment. The best part about having an IT service desk is that it gives people something to do when bored at work! Seriously though, we can't tell you how often someone says, "I had nothing to do today until they came in with their laptop and asked me if I could fix it." Or how often we've heard someone say, "My team was struggling with this problem all morning, but then our new guy came in and fixed it right away." Or how often we've heard someone say, "As soon as they started working here, I knew this company was going to be okay." What does all this mean? It means that when you have an IT service desk, people come together in one place where they can solve problems and share ideas. They become a community of problem-solvers excited to work together on solutions and feel like they belong.