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A service desk, in the context of IT, is a type of service designed to support the provision of IT products and services. In particular, when experts refer to a service desk, they are talking about a support service that has certain capabilities related to troubleshooting or calibrating products or services.
The term "service desk" is considered by the Information Technology Infrastructure Library (ITIL) as a particular part of a service management structure. In this case, service desk refers to a single point of contact that can be utilized by end users and technical professionals alike. In general, IT resources refer to a service desk as a specific help desk or call center that has the resources to deal with actual requests for service or troubleshooting. Although some customer service desks may only be ticket-taking or information-gathering systems, strictly speaking, a service desk implies that those staffing the desk have the ability to correct or fix the systems that customers are calling about.