What is a Service Desk?

Topic 01 · Service Desk Fundamentals

What is a Service Desk?

The Service Desk is the single point of contact (SPOC) between users and IT. Everything else in this topic follows from that one idea.

Reward

+175 Valor

Time

~8 min

Level

Foundational

In this topic

1. 01The Service Desk as SPOC2 min
2. 02Contact channels2 min(locked, finish the previous section first)
3. 03How a Service Desk creates value2 min(locked, finish the previous section first)
4. 04Why a good SPOC matters1 min(locked, finish the previous section first)
5. 05Where it sits in IT1 min(locked, finish the previous section first)

What you'll learn

• Explain the Service Desk as the single point of contact and the value it creates.
• Set the right expectation for each contact channel (phone, email, portal, chat, walk-up).
• Place where the Service Desk sits in the wider IT and support organisation.

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