A service desk is the single point of contact (SPOC) between the service provider (IT) and users for regular everyday activities. This software has the potential of managing incidents and services besides managing user communications for things like outages and planned changes to services. Basically, it is a ticket management system that enables enterprises to implement strong and effective workflows for internal and customer-facing support departments.

Merits of Service Desks

Easy Access: Service Desk helps you collect tickets from a variety of sources like web portal, phone, e-mail, or automatically from endpoint monitors which even lets you access account tickets from a mobile app.
Effective Communication: The service desk helps in passing the information for the customers that they need throughout the resolution process along with automated emails and updates, customized greetings, and scripted responses.
Efficient Workflows: Now, you can prioritize, manage and escalate requests whenever required with configurable ticket categories, automatic ticket routing, SLA tracking, and escalation procedures.
Visibility and Reporting: Visibility and reporting is another great feature of Service Desk as online and easy-to-use dashboards along with comprehensive tracking and reporting provide you a view into service requests.
User Experience: Service Desk helps in enhancing the great user experience as branded customer portal develops consistency and confidence in the support process.

Service Desk

by Niles Partners Inc.