Service Desk Management

Service Desk Management refers to the process of managing and delivering IT support services to end users within an organization. It serves as the single point of contact between the IT department and users, handling incidents, service requests, queries, and communication.

A well-managed service desk ensures that IT services are delivered efficiently, issues are resolved promptly, and user satisfaction is maintained. Key functions include incident management, problem management, request fulfillment, change management, and knowledge base maintenance.

Service desk tools like ServiceNow, Freshservice, Jira Service Management, and ManageEngine are used to automate workflows, prioritize tickets, track performance metrics, and ensure service level agreements (SLAs) are met.

Effective service desk management improves IT operations, reduces downtime, increases user productivity, and supports overall business continuity.