Help Desk 🎫 IT Service Desk Software (2024)

FAQs

What is service desk vs IT help desk? ›

Service desks are where your employees go if they need something fixed. They traditionally support a company's technology infrastructure. Help desks are where customers and employees go to get answers about your company's products or services, including solutions to any IT outages or end-user issues.

Help desk software allows companies to accept, track, and respond to support requests in an organized fashion. Many help desk programs also provide knowledge bases, self-service portals, SLO management, and reporting. Choosing the right help desk software for you depends on your company's specific needs.

Help desk agents typically have some background in information technology, but they tend to be more customer service oriented. They won't have the same level of technical expertise as someone who works at a support desk.

A help desk technician is an IT support specialist who helps customers or users troubleshoot software and hardware problems.

Basic programming and coding: Some help desk employees need to look at code within a company website or program to find and address problems. IT diagnostics: Knowing what symptoms indicate different problems is an important part of directing clients to the proper solution.

Helpdesk 365, SharePoint ticketing system for Microsoft 365

This SharePoint helpdesk software is a simple, customizable, Microsoft 365 ticketing system, that ensures your organization can handle every issue effectively with specific help requests (e.g. IT, HR, Finance).

Life at your service desk can be hectic – your employees are always busy putting out fires, and service desk stress is real. But with a few improvements, you can make your service desk employees happier while adding more value to your organization – all at the same time!

Is service desk free? ›

The ServiceDesk Plus standard edition with full-fledged IT incident and knowledge management functionalities, extensive reporting and dashboard capabilities, comes at no cost.

IT service desks are a critical part of ITSM, the best-practices framework for “managing IT as a service.” Service desks are often responsible for multiple ITSM activities, including service request management, incident management, knowledge management, self-service portals, performance reporting, and SLA management.

A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).

Some common names for a help desk are the following: computer support center. IT response center. customer support center.

Some examples of internal help desks are: Customer support - answer customer requests from any channel. Business operations - manage operations of any business unit, e.g., logistics, marketing operations. Vendor or partner support - manage communication with vendors or suppliers.

Service desks are the “face” of IT operations for employees, customers, suppliers, and business partners. They provide a centralized resource for getting help with IT incidents, as well as IT service requests like password resets or database access requests.

The ITIL Service Desk practice aims to efficiently capture and manage user requests and incidents, ensuring timely resolution and enhancing overall customer satisfaction.

It's a critical role that ensures all users have access to the technology and support they need to perform their job. With its coordinated workflows, deep organizational knowledge, and links to the rest of the IT organization, the IT Service Desk is the central contact point between users and IT.

With ServiceDesk Plus, you can thread your IT management together through contextual integrations. However, ServiceNow only offers ITOM capabilities out of the box, which means you need to manage multiple vendors and a sprawling software estate that is connected through disjointed integrations.