Service desk guide - What is it & how does it work?

As organizations continue to integrate more advanced technologies into their operations, the role of IT service desk support has become increasingly critical. IT service desks act as the backbone of any company's technical support system, providing a centralized hub for managing incidents, service requests, and communications. Its importance extends beyond mere troubleshooting; it encompasses proactive maintenance, user education, and strategic IT management. 

By ensuring that technical issues are addressed promptly and effectively, the service desk processes plays a pivotal role in maintaining business continuity and enabling growth in our increasingly technology-driven world.

IT service desk or service desk? 

The IT world is notorious for its convoluted terminology, and these two terms are no exception. Is there even a difference? Let's cut through the jargon and shed some light on this common point of confusion.

What is a Service Desk?

A service desk refers to a centralized point of contact between a service provider and its users, acting as the primary interface for managing incidents and customer service requests. It’s designed to handle a wide range of user issues, from technical problems to more general service inquiries. The primary goal of a service desk is to keep services available or restore them as quickly as possible, helping to minimize the impact of incidents and ensure high levels of user satisfaction.

What is an IT Service Desk?

An IT service desk acts as a communications center that provides a single point of contact (SPOC) between an organization, its customers, employees, and business partners. Unlike a traditional service desk, which can handle a broader spectrum of requests, IT service desks are dedicated to addressing problems related to hardware, software, and networks. Its core objectives are to ensure the seamless functioning of technical systems, minimize downtime, and enhance the overall user experience (UX) by swiftly resolving IT-related issues.

What does an IT service desk do?

The IT Infrastructure Library (ITIL) is a widely-employed standard for best practices in IT service management (ITSM).

This includes the set of processes used by IT teams for delivering the end product. ITIL defines the service desk processes as an essential ITSM tool that is part of the IT support ecosystem.

Service desk operationss are designed to handle both incidents and service requests. An incident is an event that results in a disruption in service availability or quality. On the other hand, a service request seeks help with a routine task, such as helping a user change a password or getting a new user set up in work systems.

What is ITSM?

ITSM encompasses all of the activities that play into how a business delivers quality IT services to its end users. This involves the processes employed to design, create and deliver technical support services. ITSM is centered around the idea that IT should be delivered as a service, emphasizing a customer-centric perspective and service-oriented mindset.

Those with a rudimentary understanding of ITSM may tend to perceive it as simply basic IT support. In reality, service management teams are responsible for administering an abundance of workplace technology, ranging from hardware and software to networks and servers.

Several key processes and distinct frameworks fall under the ITSM umbrella, allowing unique businesses to adapt their approach to suit their specific requirements. In general, the core components of ITSM include:

• Incident management

• Problem management

• Change management

• Release management

• Service request management

• Knowledge management

• IT asset management (ITAM)

Service desk vs. Help desk - Which one is the best?

Although they’re sometimes used interchangeably, those in the know recognize that there are some key distinctions between an IT service desk and IT help desk.

A help desk is primarily focused on incident management and problem resolution. It acts as a reactive support system that addresses immediate technical problems, such as troubleshooting software issues, resetting passwords, or resolving connectivity problems. Help desks are typically more tactical in nature, dealing with specific user problems as they arise and providing quick fixes to restore normal operations.

Conversely, a support service desk offers a broader, more strategic approach to IT support. While it encompasses the functions of a help desk, it also includes service management and a range of additional responsibilities. It operates with a holistic view of an organization’s technical environment, aiming to improve overall service delivery and align IT services with larger business goals. 

When determining which is best for your specific business requirements, you’ll need to assess the scope of your IT support needs. If your primary objective is to address immediate technical issues and provide quick resolutions to user problems, a help desk may suffice. However, if your organization requires comprehensive ITSM, a service desk is the better choice. 

What are some key functions of service desks?

Service desks can be leveraged as a unified support center for a variety of different purposes. Whether it’s assisting with a general service request, resolving a critical incident, or helping with change initiatives, the flexibility of service desks allow them to be used in a plethora of unique scenarios.

• Incident management: Identifying, logging, and resolving incidents to restore normal service operations as swiftly as possible

• Problem Management: Recognizing and addressing the root causes of recurring incidents to prevent future issues

• Service request management: Handling user requests for new services or access to resources

• Change management: Managing adjustments to the IT environment in a controlled manner to minimize risk and ensure successful implementation

• Knowledge management: Creating, sharing, and utilizing knowledge bases to facilitate quicker resolution of issues and support self-service options

What are some benefits of an IT service desk?

Employing an IT service desk for your technical support needs can provide a plethora of benefits for both support agents and end-users.

Centralized point of contact

The unified platform offered by IT service desks expedites communication processes, verifying that all IT-related issues are funneled through a single channel. This setup enhances efficiency by providing a consistent method for reporting problems, reducing the likelihood of miscommunication or overlooked issues. Simply put, users are provided with a straightforward pathway to seek assistance, which often significantly improves their satisfaction with IT services.

Reduced downtime

IT service desks play a proactive role in preventing downtime through their continuous monitoring mechanisms. By keeping track of recurring issues and analyzing incident data, these desks can better identify potential weaknesses in IT infrastructure. This approach empowers IT teams to implement preventive measures, such as patch management or hardware upgrades, before problems escalate into significant outages.

Enhanced employee experience

When employees encounter IT problems, a well-functioning service desk offers a quick and straightforward way to seek help. The prompt resolution of issues assists in maintaining productivity while also fostering a positive perception of the IT department, contributing to a more supportive working environment.

Improved productivity

Cross-departmental communication is often optimized through the utilization of IT service desks as well. By serving as a unified hub for IT-related inquiries, service desks facilitate the seamless exchange of information between employees and IT specialists. This collaborative approach enables support agents to draw upon the expertise of other IT staff members when needed, verifying that complex issues are addressed effectively. 

Data-driven insights & statistics

Through their meticulous logging of tickets, technical service desks accumulate a comprehensive dataset that offers valuable insights into an organization's IT landscape over time. By analyzing trends in incident types and resolution times, service desks can identify potential areas for improvement within the IT infrastructure. This data-driven approach enables organizations to make more informed decisions regarding resource allocation and technology investments.

Self-service adoption

By providing extensive self-service resources, end-users are encouraged to attempt to resolve issues independently first, promoting a sense of autonomy while also reducing workloads for service desk agents. These may include user-friendly portals where individuals can access a range of information and perform tasks related to IT support. One common self-service feature is a knowledge base, which contains a repository of articles and FAQs that provide step-by-step instructions for resolving common issues.

Service desk best practices

Adopting best practices in service desk operations is pivotal for enhancing customer satisfaction and employee productivity. Let's explore some key practices that can contribute to a more effective service desk environment for staff and end-users alike:

Employee engagement

• Establish open lines of communication between management and service desk staff to ensure everyone remains aligned with organizational goals

• Provide ongoing training opportunities to help employees continually improve their skills, which can enhance job satisfaction and performance

• Regularly solicit and act on feedback from service desk employees; this can help identify areas for improvement and make employees feel heard

• Ensure that workloads are manageable and evenly distributed to prevent burnout and maintain high morale

Management and reporting

• Leverage a comprehensive ITSM tool to track incidents, service requests, and changes to help maintain organized records and facilitate efficient workflows

• Implement a prioritization system to ensure that critical incidents are addressed promptly, using categories like high, medium, and low priority to manage the workload efficiently

• Track key performance indicators (KPIs) such as first contact resolution rate (FCR), average resolution time (ART), and customer satisfaction scores (CSATs) to measure the effectiveness of the service desk

• Perform regular root cause analysis (RCA) on recurring incidents to identify underlying problems and implement permanent fixes, reducing the number of repeat issues

Change management

• Utilize established frameworks like ITIL to guide your change management processes and ensure consistency

• Implement clear policies for managing changes, including procedures for initiating, reviewing, approving, and introducing changes

• Conduct a thorough risk assessment for each change to identify potential impacts and develop mitigation strategies, as it helps in minimizing disruptions and ensuring successful implementation

• Schedule changes during low-impact times to minimize disruption to business operations, while ensuring adequate time for testing before full deployment

Self-service options

• Design self-service tools with a simple, intuitive interface that makes it easy for users to find the information they need without assistance

• Create a self-service portal where users can log in to access personalized information, track their support requests, and manage their accounts

• Include a thorough knowledge base that includes FAQs, troubleshooting guides, and step-by-step instructions to address common issues and questions

• Implement a powerful search feature that allows users to quickly locate relevant solutions by entering keywords or phrases related to their issue

AI implementation

• Select AI tools that align with your service desk needs. Consider options such as chatbots for handling common queries, machine learning algorithms for predictive analytics, or natural language processing (NLP) for understanding user requests

• Provide comprehensive training data to the AI system to improve its effectiveness. Training data should include a wide range of scenarios that the technology will encounter.

• Establish clear protocols for escalating issues from AI to human agents when necessary. AI should handle routine tasks, but complex issues should be passed to experienced support staff.

• Continuously monitor the performance of AI tools and use feedback to make iterative improvements

Service desk best practices

Adopting best practices in service desk operations is pivotal for enhancing efficiency, customer satisfaction, and employee productivity. Let's explore some of the key best practices that contribute to a robust and responsive service desk environment:

Employee engagement

Ensuring employees feel supported and empowered is crucial for a successful service desk. Maintaining clear communication with employees about service desk procedures, updates, and available resources is one way to ensure employees feel supported and have the most up-to-date information. Comprehensive training and education on the best service desk use, with tutorials, FAQs, and live training sessions, allow employees to improve service quality and quickly address any issues continuously. 

Management and reporting

Efficient management and reporting can help analyze a service desk's performance and identify improvement areas. Defining and analyzing key performance indicators (KPIs) like response time, resolution time, and customer satisfaction scores can help businesses evaluate service desk performance. However, it's important to implement best practices for IT service desk metrics. Some of these best practices include avoiding reporting on every metric measured, avoiding focusing too heavily on one area, using both objective and subjective measures, and measuring consistently. 

Change management

Change management practices help minimize disruptions, identify risks, and develop mitigation strategies. This entails assessing the potential impact of changes to the service desk before implementation, identifying risks and dependencies, and discovering mitigation strategies. Developing a comprehensive communication plan to inform stakeholders of changes and providing training and support for employees is essential for smooth adaptation to changes. Training sessions, user guides, and ongoing assistance are critical for the transition period. 

Self-service options

Incorporating self-service options into a service desk enables users to resolve common or repetitive issues independently, reducing the burden on employees and the service desk so that employees can focus on more complex issues. User-friendly self-service portals categorize resources and help users quickly find the necessary information. One standard self-service option to include is a knowledge base containing articles, troubleshooting guides, FAQs, and more. Knowledge bases can also reduce costs, as less time has to be spent on support, so IT teams can spend more time on other tasks. 

AI implementation

Implementing AI technology improves service quality, enhances employee satisfaction, and drives productivity. One useful AI tool is chatbots and AI agents, which can help to provide instant support and assistance to users, eliminating the need for employees to spend time on repetitive inquiries and requests. AI-powered automated workflows are also helpful for streamlining routing tasks like incident routing, knowledge base updates, ticket categorization, and more. AI technology also helps to continuously monitor and evaluate the performance of a service desk based on user feedback and evolving business needs.

Service desk tools

Service desks rely on many common tools to effectively manage IT service delivery and support operations. The core function lies in the ticketing system, which facilitates the tracking, logging, and resolving of incidents and service requests. With ticketing systems, agents can prioritize and monitor tickets to ensure prompt resolution. Customer service knowledge bases are another tool that offers a wealth of information, from troubleshooting guides to FAQs. 

Many service desks integrate IT asset management tools to track and manage hardware and software assets and have a comprehensive view of an asset inventory, lifecycle management, and compliance with licensing agreements. Other common tools include automation tools for streamlining routing tasks so agents can focus on complex issues, service level agreement (SLA) management capabilities for defining and enforcing service standards, and incident management and issue tracking for structured incident resolution processes. Service catalogs are important in streamlining service delivery by providing users with a centralized location for all available IT services with detailed descriptions and request forms. In addition, analytics and reporting tools offer valuable insights into service desk performance and trends.

Key technological features you should look for in a service desk

There are usually a variety of useful technologies included under the IT service desk umbrella. Different providers may offer different tools, so it’s crucial that you first identify your business needs, and then perform extensive research to find a service desk software that aligns with your identified requirements.

Self-Service

Self-help resources should include an intuitive self-service portal for users to submit and track their own IT issues or service requests, including the ability to provide detailed information and attach relevant files. A knowledge base is also key; make sure that it offers an advanced search functionality that enables users to find relevant articles quickly using keywords or natural language queries. 

Approximately 67% of individuals now prefer using self-service over interacting with a live agent, making tools like Freshservice’s user-friendly knowledge base and powerful support portal increasingly important for modern businesses.

Automation and AI

The sheer volume of IT tickets can be overwhelming. Manual processes, while effective for smaller organizations, quickly become bottlenecks as businesses grow. This is where automation and AI come into play. By automating routine tasks and empowering AI to handle common inquiries, IT service desks can significantly improve efficiency and response times.

A prime example is ticket deflection. By employing an AI-powered AI agent like Freddy AI, organizations can achieve up to 53% ticket deflection. This means that a substantial portion of incoming tickets can be resolved without human intervention, freeing up IT staff to focus on more complex issues.

collaborative/communication tools

IT service desks often integrate with communication platforms such as chat and messaging tools. These real-time messaging systems can encourage improved internal communication among IT staff, allowing team members to collaborate on troubleshooting efforts and escalate issues as necessary.

For example, 79% of employees who leverage a capable project management tool to interact say that it improves internal communication. Freshservice’s Integrated Projects offers full visibility into all key IT initiatives, while also providing full context of project timelines and associated assets. 

Ticketing system

Ticketing systems in IT service desks are a vital tool used to systematically manage support requests. When users encounter an IT issue, they can easily submit a request through various external channels or directly through the system’s interface. Each request is logged with detailed information about the problem, the user, and the urgency. 

Ticket volume has increased by 16% over the past four years, making a robust system with powerful automation features increasingly important. Freshservice provides features such as automatic ticket creation and SLA management to help streamline and prioritize various user requests.

Reporting and analytic capabilities

The advanced reporting capabilities offered through IT service desks can be leveraged to generate detailed reports on established KPIs. By analyzing this data, IT managers can identify patterns that indicate how well the service desk is meeting its objectives and where improvements are needed.

The average return on investment (ROI) for organizations that utilize business intelligence and analytics is 1300%. Freshservice offers a plethora of reporting tools like project analytics and service health monitoring, helping ensure that your company is able to refine procedures and adjust to evolving requirements over time.

Integration capabilities

By integrating with a CMDB, service desks can access detailed information about IT assets and their configurations, enabling more accurate incident diagnosis and resolution. Connecting with network monitoring systems allows service desks to receive real-time alerts, facilitating quicker response times and proactive management of potential disruptions.

70% of businesses report an interest in integrating IT asset management with their service desk functionalities. With Freshservice’s asset normalization, automated discovery, and integrated CMDB, there’s no better platform through which to connect ITAM with your service desk.

A unified workspace

By bringing various technical support elements together, IT service desks empower staff members to easily report issues and find solutions without needing to navigate disparate systems. This streamlined approach simplifies the user experience and verifies that employees have quick access to pertinent resources.

For instance, providing a unified space for all departments to access IT services and communicate through can greatly enhance the overall UX. Features such as Freshservice’s Workspaces allow cross-departmental teams to access support in a single location. Improved internal communication through tools like Workspaces can improve employee productivity by up to 77% over when proper collaboration spaces aren’t in place.

How to choose an IT service desk software?

Now that you’re well-acquainted with the benefits and key features of IT service desk software, it’s now time to choose a provider who best meets your business needs. But where do you begin? There’s an abundance of factors to consider; you’ll need to identify which components are most relevant to your identified pain points and objectives, and then select a vendor accordingly.

Cloud vs On-prem

A cloud-based service desk offers the advantages of reduced upfront expenses, as it typically operates on a subscription basis, eliminating the need for significant initial investments. On the other hand, an on-premises IT service desk may be more suitable for organizations with unique requirements or complex IT environments that need bespoke configurations.

Freshservice serves as a flexible cloud-based solution that can easily scale up or down depending on your current business needs, while still providing robust security features. A recent survey concluded that 94% of businesses reported improvements to their security after moving to the cloud.

Features & Capabilities

Here, start by listing your business requirements. Consider factors like the size of your organization, the complexity of your IT infrastructure, and the level of support required. For instance, do you need multi-channel support, automation features, self-service portals, or all of these? Then, evaluate the core features offered by each service desk provider against your requirements to determine which solution best suits your needs.

AI and automation consistently rank as the most sought-after features in service desk software; the two most common uses for AI in business settings are for IT and customer service. Freshservice provides an abundance of automation tools, AI-powered features, and self-service options, making it one of the most cutting-edge ITSM solutions available to companies today.

Ease of use

It’s vital to ensure that potential service desk softwares offer an intuitive interface, as this directly impacts how efficiently your IT team will be able to resolve issues. During your evaluation, pay attention to the layout and navigation of the service desk, while also looking for drag-and-drop functionalities and customizable dashboards that can be tailored to specific workflows.

For example, a consideration as simple as ensuring that content is easy to read can increase user comprehension by up to 50%. With Freshservice, ease-of-use is always top of mind, as our knowledge base is logically organized with a powerful search functionality, agent tasks are consolidated and clearly displayed, and much more.

Integrations

When evaluating the integration capacity of potential IT service desks, your first consideration should be compatibility with your existing IT infrastructure. Assess whether the service desk connects well with your current software such as CRM systems, project management tools, and communication platforms. This integration is crucial for maintaining a unified IT environment where data flows smoothly between systems.

90% of B2B buyers agree that a software’s integration capacity significantly influences their decision of whether to add it to their shortlist. Freshservice was created with seamless integration in mind. Our helpful support staff is on hand to assist with implementation, while our extensive Freshworks Marketplace offers access to hundreds of third-party apps with which the platform can be connected.

Customization

A truly effective IT service desk acts as a chameleon, adapting seamlessly to your unique business needs. This flexibility is paramount for aligning IT support with overall organizational goals. Look for platforms that offer visual workflow builders, where you can easily drag and drop elements to create or modify processes. The ability to define custom fields and templates is also essential, as it enables you to capture information relevant to your business requirements, ensuring that the IT service desk aligns closely with your established practices.

Tools like Freshservice’s Workflow Automator can handle routine tasks such as ticket routing and approvals, freeing up your IT team to focus on strategic initiatives. Workflow automation has proven to be a game-changer for many organizations. The data speaks for itself, by using tools like Freshservice, 91% of organizations have reported significant process improvements through workflow automation.

Security

It’s important to ensure that potential IT service desk providers are, at the very least, capable of meeting the compliance standards that govern your company’s operations. Service desks must operate in adherence with relevant frameworks such as ISO/IEC 27001, GDPR, HIPAA, or other industry-specific regulations. Compliance with these standards indicates that the provider follows best practices in information security management.

The importance of security in your IT service desk cannot be overstated; up to 60% of small companies go out of business after experiencing a cyber attack. Freshservice users can rest easy knowing their information is protected by SSL encryption, data segregation, access controls, constant security patches, and more.

Support

Examining the omnichannel capacity of potential IT service desk software is also vital, as modern customers expect to be able to reach your business through a variety of different avenues. It’s best if these channels are available 24/7, especially if your business requires round-the-clock support. Providers may offer different levels of support packages (e.g., basic, premium) as well, meaning you’ll need to assess which plans best suit your specific needs and budget.

43% of business leaders say that creating an omnichannel experience is among their most challenging tasks; though with Freshservice, it doesn’t have to be! Freshservice allows end-users to choose the channel that’s most convenient for them, while all communications are consolidated for support agents on a single pane of glass.

Pricing

Different providers typically offer various pricing structures, such as subscription-based (monthly or annual fees) or per-user pricing. Start by understanding the base cost of each option and which features are included at each price level. Ensure that you have a clear picture of the total cost of ownership (TCO), which includes not just the upfront expenses, but also any hidden fees such as setup charges and customization costs. Comparing these pricing models side-by-side will help you determine which provider offers the best value for your specific requirements.

It’s estimated that, on average, companies spend 8% of their annual revenue on IT solutions. Here at Freshworks, we pride ourselves on offering solutions that are accessible to a wide variety of businesses with varying budgets, which is why you’ll find four distinct Freshservice plans available at significantly different price points.

Scalability

Begin here by examining the providers’ infrastructure and technology stack. Ensure that they utilize modern technologies that support high availability and performance under load. Features such as cloud-based architecture, which inherently supports scalability through elastic resource allocation, is invaluable for rapidly growing organizations.

When businesses switch to a new solution because their current technology is incapable of scaling, it can result in immediate costs of between $500 and $10,000 depending on the type of software. Freshservice’s cloud-based nature allows it to be easily adjusted based on your current requirements, ensuring that your organization never experiences this scenario.

Why is Freshworks the right service desk for your business?

Freshworks’ Freshservice acts as a comprehensive ITSM solution that provides extensive IT service desk capabilities. Freshservice is supremely flexible and scalable, allowing it to grow alongside your organization and adapt to evolving requirements.

By leveraging Freshservice’s arsenal of powerful ITSM tools, your business can rest assured that it’s capable of handling any IT-related tasks that may need to be carried out. Standout features include:

• Incident management and problem management help to both resolve immediate issues and identify roots causes to ensure they don’t occur again in the future

• Change management and release management aim to verify that adjustments are approved and implemented properly and introduced to live production in a controlled manner

• Support portal and knowledge base act as valuable self-help resources, allowing end-users to first attempt to resolve problems autonomously

• Service Health Monitoring provides a user-centric view into the state of your digital operations, allowing IT teams to proactively address potential issues

• Extensive ITAM tools like asset lifecycle management, automated discovery, and integrated CMDB help monitor all resources and identify the connections between them

• Project management features such as integrated projects and project analytics help expedite timelines while providing real-time feedback for on-the-go adjustments

Here at Freshworks, we’re dedicated to your organization’s success as much as you are. We offer an abundance of self-help resources in addition to our knowledgeable live agents, ensuring you’re always able to utilize Freshservice to its fullest potential.

Businesses of all sizes in a plethora of industries–such as RingCentral, TaylorMade, Judson University, and more–have already experienced the Freshservice advantage for themselves. What’s holding you back? Sign up for a free trial or request a demo today!