Help desks and service desks both cover several ITSM activities — like incident management, service request management, and asset management. Help desks and service desks also meet the same business goals:
- Managing IT support tickets
- Tracking agent productivity
- Resolving customer issues and internal queries from employees
A help desk is a business department that uses software to handle customer or employee requests, especially technical issues. IT help desks specialize in resolving one-off technical incidents — like software glitches, connection problems, or system crashes. This process of analyzing a service issue, finding a fix, and applying it is called incident management.
Companies started using help desks in the 80s to troubleshoot IT problems, so they’re seen as reactive instead of proactive. Some even consider help desks outdated.
Help desks are great for managing incidents. But traditional help desks carry an ironic reputation for being unhelpful because:
- Some users have had consistently poor help desk experiences — like delayed or generic responses.
More info: Managed Help Desk Services
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