What is an IT help desk?

A help desk, in simple terms, is a tool that helps organize customer questions and requests and direct those questions to the right person in your organization, so they can be handled quickly and efficiently. It is likely that you have also used this term interchangeably with the service desk and, in some contexts, it is okay to use the help desk and the service desk to enter the same general context. However, a help desk is not exactly the same as a service desk, and there is a story behind the distinction that deserves to be understood (at least a little).

Help desk vs. Service desk
In 1989 the service desk concept began. Working together with the United Kingdom government, the IT industry in the United Kingdom first published ITIL, or Information Technology Infrastructure Library. This library contained the concept later known as the service desk. In accordance with ITIL best practices, the service desk is an intrinsic part of both an organization's IT department and general business operations.

While help desks traditionally work with users, one problem at a time as a customer service tool, help desks are designed to do more to guide the impact and efficiency of IT departments and users and organizations They have served. The role of the service desk is to continually evolve in parallel with the advancement of technology, becoming more integrated in the operations of your organization. A service desk solution does this by acting as a point of contact for service requests and user problems (as the help desk did before), but it also serves as a centralized solution for managing IT problems and all Changes in configurations that affect the entire organization.

The service desk is committed to enabling business processes by providing integrated support, adapting support to the changing needs of the business, sector and user base it serves. Its main function remains to restore the productivity of the end user by meeting with the user where he is (technologically speaking) and helping him solve the problems he faces. However, it does so in a broader context of features that drive the overall success of the Information Technology Services Management (ITSM) of the organization.
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