From the course: IT Service Desk Careers and Certifications

IT service desk responsibilities

From the course: IT Service Desk Careers and Certifications

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IT service desk responsibilities

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- [Instructor] Within all IT departments, the IT service desk is a core service. The IT service desk is the first point of contact for end users when they want to report an incident, have a request for something new, and any other IT-related query. There are three key functions of the IT service desk: incident management, request for service, and communication. So let's break those three areas into more detail. The IT service desk owns the incident management process for the IT department. That ranges from incident logging and categorization, incident management support, incident resolution, and incident reporting. A request for service is a new request, it isn't a fault. The end user needs something new. This could be a request for hardware or software or access to files or folders. The IT service desk will log and categorize these requests and, where possible, action them. The IT service desk acts as a single point of contact to and from the end users within the business. The IT service desk will be the first point of contact for the end users and the primary contact that they will have with the IT department. But it's not only incoming communication the IT service desk is in charge of. They are also in charge of outgoing communications, notifying the end users of outages, planned works, and any other changes. A lot of businesses set up their IT service desk based on the Information Technology Infrastructure Library, or ITIL framework. The ITIL framework offers businesses guidance and the best practices for operating an IT service desk and other IT department processes. The framework is constantly updated to align with the latest IT trends and changes. It is an internationally recognized framework and is a common language that IT service providers and departments use. Each business may set up the IT service desk slightly differently based on its needs, size, and staff skill, but you should find that incident management, request for service, and communication are the key focus areas for the IT service desks.

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