What No One Tells You About the Service Desk

When your company has an IT problem, who do you usually call? Your IT team, of course. But what if they’re too busy? Having an outsourced service desk has many advantages, one of which is that you’ll always get an immediate response when you call or email with an IT problem. Outsourced service desks help improve productivity and results—all it takes is a call or email and a MicroAge agent will be there to help you!

What Is a Service Desk?

A service desk is a communications centre that sits between a company and the user. It’s a single point of contact for employees, customers, and business partners. The IT Infrastructure Library (ITIL)—now the standard in IT Service Management (ITSM)—created the concept of the service desk. The service desk acts like a help desk and fix a user’s IT issues or escalate the matter. Service desks also approve and manage customer requests while tracking their progress.



Service desk management tools have been designed to meet the increasing demand for optimized customer interaction, augmented automation, and compatible integration. Service desks were revamped to eliminate the process of users filing a complaint or providing feedback via a survey. Service desk analysts, IT operations managers, and chief information officers built a model that is more user-friendly and business goal-oriented.

The Differences Between a Service Desk & a Help Desk

Historically, the help desk was created to assist workers with the technical equipment they used. Before individual computers existed, employees used typewriters, telephones, dictation machines, and the mainframe computer. The help desk was either one person or a group, and their job was to receive issue submissions and fix problems. The technical term for this is incident management.

By comparison, the service desk was created by the ITIL to deliver quality services while staying up to date with the latest IT best practices. While the service desk does work on incident management like a help desk, the service desk also focuses on:

  • Requests
  • Compliance tracking
  • Workflow improvements
  • Change management
  • Risk tracking and mitigation
  • Configuration management

Another way to look at it is that the service desk is strategic and proactive while the help desk is tactical and reactive. Understanding the difference between a service desk and a help desk allows organizations to choose the appropriate IT assistance they need to fully benefit from this resource and grow their business.



Advantages of Using an Outsourced Service Desk

Here are some examples of how a service desk can positively impact your corporation and staff.

Third Party Maintenance and Tracking

Companies are often at the mercy of original equipment manufacturers because they decide when their products are discontinued or when to stop servicing them. More and more companies are switching to third party maintenance to save significant amounts of money by prolonging the life expectancy of their IT infrastructure. A service desk maintains third party support contracts while tracking start and end dates, service-level agreements, milestones, and more. With a service desk, corporations are able to stay on top of their third party contracts and have all of their data at their fingertips.

Efficient Onboarding

There’s a lot involved when you need to onboard a new employee. A service desk allows HR managers to automate the onboarding process and use templates, thereby saving time. The HR manager can use the self-serve portal of the service desk to generate a ticket that notifies the service desk. It assigns tasks to the departments that are involved, such as the new employee’s manager and the company’s equipment supplier. This way, the company’s onsite IT department can focus their services on what they do best: setting up the employee’s email and equipment.

The Perks of Outsourcing

An outsourced service desk provider sees your corporation from an outsider’s perspective. This allows them to accurately pinpoint problems and deliver solutions.  Businesses are always looking to cut costs wherever they can, so with an outsourced service desk, they don’t have to dedicate training, insurance, equipment, or a location to an offsite team.



There are some days when everything happens at the same time. Don’t panic! Your service desk will be able to easily adapt to the increase in demand because they’re off-site and aren’t restricted by your organization’s internal dynamics.

Start Using an Outsourced Service Desk

Our agents are dedicated to helping your business thrive. MicroAge is a well-rounded managed IT service provider that provides the Greater Montreal Area with support, maintenance, cybersecurity, consulting, and so much more! We can help you work smarter with modern equipment and use the latest in IT best practices.

Get started today by calling 450-231-6246 for a free consultation!

Get the most from your IT

As service providers to more than 300 companies, the dedicated professionals at MicroAge are second to none when it comes to managed services. By improving efficiency, cutting costs and reducing downtime, we can help you achieve your business goals!

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