SERVICE DESK

A Service Desk is a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service events, often made via telephone calls, web interface, or automatically reported infrastructure events.
The Service Desk is a vitally important part of an organization’s IT Department and should be the single point of contact for IT users on a day-by-day basis – and will handle all incidents and service requests, usually
using specialist software tools to log and manage all such events.

The value of an effective Service Desk should not be underrated – a good Service Desk can often compensate

for deficiencies elsewhere in the IT organization, but a poor Service Desk (or the lack of a Service Desk) can give a poor impression of an otherwise very effective IT organization!