What is a Service Desk?

A service desk is a type of communication center that offers SPOC (Single Point of Contact) between the customers and the company, and between the business partners and the employees. The main purpose of the service desk is to make sure that the users can receive accurate help on time.

Service desks can handle both service requests and incidents. A service desk provides help for routine tasks like helping a user on how to change their password or setting a new user in the work systems. Other services that are offered by the service desks are change management, configuration management, and release management.