A IT Service Desk is a resource designed for IT users to contact when they are having problems with their IT services. IT Service Desks institute a multi-tiered trouble shooting approach by having personnel with extensive technical knowledge available.
The key to technology helping a company is keeping IT functions available and operational for use as much as possible. It is not possible to have 100% operational up time, so what is the best way to handle the times when they are not working? One very valuable solution is a Service Desk.
An ITIL best practices IT Service Desk must include:
- Single point of contact (SPOC) for IT interruptions
- Computer or Software consultations
- Tracking capabilities of all incoming problems
- Problem escalation procedures
- Problem resolution