CHAPTER 1: WHAT IS A SERVICE DESK?
First and foremost, a service desk should be seen simply for what it is in the literal sense: a central location to go to when you need a service or someone to ‘help’ you with things.
It is your one-stop destination for enquiries, requests and reporting issues. It is your first touchpoint for any service offered by a service provider. A service desk adds structure to proceedings, whether it is as the front face for the internal customers or by allowing the technical support units to focus on the task at hand, without the continuous hassle of having to deal directly with internal customers.
Human interactions can vary, from the extremely pleasant to the utterly frustrating and demoralising. A service desk team ...
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