What Are The Fundamentals Of IT Service Desk?

fundamentals of IT service desk

Are you dealing with a high load of customer queries and issues? Does resolution take a long time? Are your customer satisfaction ratings at an all-time low?

If yes, then you need to put together a team that will act as a bridge between your business and customers. For you to do so, the article will explain the functionalities of a service team, its types, benefits, and core components.

If you already have such a team, you must examine the technology, processes, and people involved. The article will also introduce best practices to help your team provide a positive experience to customers.

What Does It Do?

Traditionally, the desk started as a link between an organization’s IT department and employees, users, and other stakeholders. Users can reach out to the desk to raise a complaint, report an issue, or register an error. The team will then acknowledge, own, and provide a resolution.

Today, the desk has broadened its scope to provide comprehensive support to business users. It has evolved to become a single point of contact for users.

So, your IT desk is surely responsible for resolving technical issues but not limited to them. The desk can perform functions like:

  • Documentation management
  • Database access request
  • Facility maintenance
  • Vendor onboarding
  • Employee onboarding
  • Reporting and more

What are the Types?

ITIL has defined four types of customer-centric desks. They are:

  • Local
  • Centralized
  • Virtual
  • Follow the Sun

A local desk is suitable for small to medium-sized businesses. It can be located on the same premise as the company. A centralized desk will make more sense if your company has branches across the city.

In the case of a virtual desk, the services could be offered over call or online. Lastly, the ‘Follow the Sun’ desk means the team will be available 24 hours a day. It can involve multiple teams spread across different geographical locations.

What Benefits Does it Offer?

If you are wondering why your company needs a helpdesk team, here are some reasons for your benefit.

  • Enhanced operational efficiency
  • Automate and optimize workflows
  • Standardized process and knowledge base reduce resolution time
  • Improved communication between business and customers
  • Detailed reporting and analysis
  • Improved customer experience

A well-designed team with the right technology, processes, and people can help customers and arm employees to serve customers better.

What are the Core Components?

If you are setting up your team, focusing on these components can help.

1. Channel

How do you want users and customers to reach out to your team? The different communication channels available are phone calls, live chats, emails, internal portals, texts, social media, and discussion forums.

For example, with phone calls, you can use IVRs to direct queries to appropriate employees or encourage the use of self-service portals. In addition, you can use emails to gather customer feedback. To begin with, you can focus on a couple of channels and then scale as your team gains expertise.

2. Model

How will you manage your team and deliveries? How you utilize people and technology will depend on the desk type.

For example, you will need people working during office hours for a local desk. In the case of centralized and virtual desks, you can have multiple teams working in multiple shifts.

You also need to consider how you will integrate technology. For example, you can employ IVR, chatbots, remote access tools, and automatic call distribution.

3. People

You can have the best technology and tools at your disposal, but it is people who will be utilizing them. Thus, it would help if you focused on training your employees. Both their technical, soft, and business skills must be sharpened.

You must encourage cross-team collaboration, so issues get resolved quickly and provide consistent QoS.

What Practices Can Help You Improve?

If your organization has a support team and you aim to improve customer experience, here are some best practices you can implement.

1. Provide Value

The IT service desk is the face of your company. Customers will equate the QoS received to the value of your business.

Thus, you must optimize the tools and workflows for customer satisfaction. You should target metrics like first-contact resolution.

2. Empower People

You can improve customer experience by empowering your employees with access to tools, processes, and knowledge bases.

For example, invest in easy-to-use ticketing software. Encourage ticket documentation as a practice. Centralize your information system so that the new support reps can be brought up to speed quickly.

3. Encourage Collaboration

Enable collaboration among different teams. For example, support reps from different teams must be able to check for ticket status and update details.

Your customer can get annoyed if their ticket keeps getting re-routed. Real-time collaboration can prevent such issues. It can also help companies present a united front to customers.

4. Automate

Examine your existing workflow to identify automation opportunities. This enables your employees to focus their energies on resolving customer queries and upscaling.

For example, some helpdesk tasks you can automate are ticket routing, alerts, notifications, ticket updates, and customer feedback.

Why Should You Consider 31West?

An MSP is a third-party provider that offers various IT functions. The global MSP market was valued at $239.71 billion in 2021. Nearly 55% of companies are approaching MSPs for their IT needs.

As you can see from the above, building and managing a team requires a considerable budget. You also need time, effort, labor, and technical expertise to maintain the IT infrastructure and keep training employees.

As a small or mid-sized business, you may not have the resources to do so. Outsourcing your IT service needs would be the way forward.

You can get a customized solution according to your business requirements, access to skilled resources, round-the-clock assistance, and security.


Your organization’s IT team is responsible for providing comprehensive business support. The channels of communication, models, and people make up the core components of the desk.

To achieve customer satisfaction, you need to focus on technology, and workflows, empowering people and encouraging collaboration and automation.

Reach out to an MSP to understand how they can help your business with your IT needs.

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