Single point of contact for users to report issues, request services, and get IT support.
A service desk is the primary interface between IT services and users—handling incident reports, service requests, and general inquiries. Modern service desks use ticketing systems to track issues, knowledge bases to enable self-service, and defined processes for escalation. Service desk quality significantly impacts user satisfaction and productivity. Metrics like first-call resolution, response time, and customer satisfaction measure service desk effectiveness.
Why It Matters
The DSC Perspective:
The service desk is your day-to-day experience of IT support. Responsive, knowledgeable service desk staff make technology problems less painful. Evaluate MSPs partly on service desk quality.