Service Desk Solution

A Service Desk is a primary IT service, It is intended to provide a Single Point of Contact (“SPOC”) to meet the communication needs of both Users and IT employees, The service desk types are based on the skill level and resolution rates for service calls. The different service desk types include:

  • Call centre
  • Contact centre
  • Help desk


The ITIL approach considers the service desk to be the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services).

A service desk handles incidents and service requests, as well as providing an interface to users for other ITSM activities such as:

  • Incident management
  • Problem management
  • Configuration management
  • Service level management