ITSM Glossary of Terms

Learn the definitions and uses of key industry terms including IT service management (ITSM), standard operating procedures (SOP), risk management and more.

Posts about Help Desk:

Help Desk

Aug 25, 2022 1:56:32 AM

What is Help Desk? 

When IT clients have a problem, they contact the help desk for assistance. The help desk can be an individual, a team, or an entire organization that takes calls or messages. The help desk responds to customers with the information, resources, and solutions needed to resolve any issues with hardware or software. A help desk will: 

  • Create and manage tickets 
  • Handle client responses and communication 
  • Escalate urgent issues 
  • Update and manage a resource center/knowledge base 

The first iteration of help desks was call centers, which emerged in the 1960s. Two to three decades later, the help desk, a term coined by IBM, was officially born.