What Is an IT Help Desk?
A help desk, in simple terms, is a tool helping to organize customer questions and requests and direct those questions to the right person in your organization, so they can be handled quickly and efficiently. Chances are, you may have even used this term interchangeably with service desk, and in some contexts, using help desk and service desk to get at the same general context is perfectly fine. However, a help desk isn’t exactly the same thing as a service desk, and there’s a history behind the distinction to merit understanding (at least a little bit).
Help Desk vs. Service Desk
In 1989, the concept of the service desk began. Working alongside the government of the United Kingdom, the computer industry in the UK first published ITIL, or Information Technology Infrastructure Library. This library contained the concept later known as the service desk. According to ITIL best practices, the service desk is an intrinsic part of both an organization’s IT department and overall business operations.
Whereas help desks traditionally work with users one issue at a time as a customer service tool, service desks are designed to do more to drive both the impact and efficiency of IT departments and the users and organizations they served. The role of the service desk is to continually evolve alongside advancing technology, becoming more integrated in the operations of its organization. A service desk solution does this by acting as a point of contact for service requests and user issues (as the help desk did before it), but also serve as a centralized solution for IT problem management and any and all configuration changes impacting the entire organization.
The service desk strives to enable business processes by providing integrated support, adapting the support to the evolving needs of the business, the industry, and the user base it serves. Its primary function is still to restore the productivity of the end user by meeting the user where they are (technologically speaking) and helping them to resolve the issues they’re facing. However, it does so within a larger context of function driving the overall Information Technology Service Management (ITSM) success of the organization.
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