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ITSM Glossary of Terms

Visit the ITSM glossary for the definition, history, and uses of key industry terms, including standard operating procedures (SOP), risk management, and more.

Posts about Help Desk:

Help Desk

Aug 25, 2022 1:56:32 AM
ITSM Help Desk

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.