Service desk

What is a service desk?

A Service desk is a single point of contact between the company and customers, users, business partners. It is created as a part of customer support and its purpose is to help users with requests and problems.

Service desk can be referred as a specific help desk or just an information gathering system. Service desk is also defined as an information technology service management tool, because it uses Information Technology Infrastructure Library practices to deliver services. A service desk also requires the management system.

Frequently asked questions

What is a service desk?

Service Desk is a single point of contact between the service provider and users. A typical service desk manages incidents and service requests. In addition, it supports communication with users.

What is the difference between help desk and service desk?

The primary function of the help desk is to handle incidents and service requests. They aim to quickly solve customer problems, minimizing their waiting time. Service desk, on the other hand, reviews the overall IT and business processes in the organization for continual improvement. It is based on business goals.

Does LiveAgent provide a service desk?

LiveAgent provides the possibility to create a service desk. The tool is flexible enough to adapt to specific business requirements and enable the provision of high-quality services to its clients.

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