Employees, who are often called “end users,” might see the service desk as “the face of IT” – because it’s the most likely the primary human contact they will have with their IT organization. The service desk also plays a key role for them, as the providers of help and new services.
To the end user, the service desk is a “one stop shop” for all IT-related issues and requests. And as such, it needs to be fit for purpose. Yet so often, it’s either taken for granted or dealt with as an afterthought – something that “needs to be there” rather than the corporate asset that it actually is.
This whitepaper gets back to basics to provide guidance on the key areas to focus on when creating, or improving, an IT service desk: