Many companies are looking for technology platforms that can support their internal and external operations, such as CRM and other systems. However, a platform is a great solution for efficiently managing these operations. This allows you to manage incidents, provide a quick response, improve customer service, and manage your business more effectively. So, in this article, we will explain what a service desk is, what features it has developed, and how it is used in companies.
What is a Service Desk?
Service Desk is a comprehensive platform that enables the planning, structuring and delivery of selected IT services. In addition, it allows a more complete strategy to manage IT services more efficiently. On the one hand, it helps to make communication between the client and the company more fluid.
Therefore, service desks can play a key role in facilitating the integration of all business processes and operations by providing better technical support, including enabling IT service management.
However, it is important to know the differences between Help Desk and Service Desk.
-Help Desk: Platform dedicated to resolving and managing incidents between customers. You can track, log and track incidents, while the IT platform encompasses entirely broader processes.
-Service Desk: It covers and manages a higher volume of incidents and achieves broader activities and functions than the Help Desk and Call.
What functions does an IT platform develop?
Now that we know that Service Desk is a broader platform, it's important to understand the key features that help simplify your organization's tasks and resources. It is also important to know that with this platform you can be the main point of contact for monitoring and managing incidents. Next, let's talk about the main functionalities of the Service Desk.
- Answer customer queries or doubts.
- To be a communication channel between the functions and management of services and customers.
- Monitor incidents.
- Perform the registration of applications.
- Maintenance of assistance contracts.
- Manage software licenses.
- Technical support in problem management.
This service is becoming a new trend in IT as it helps develop better management of IT services in modern businesses. Therefore, all companies are integrating this sophisticated system to improve workflows in the workplace. It also offers many benefits to organizations by saving costs, resources and time.
Hanne José Bayeh Villarreal
HelpDesk Analyst
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