The ServiceDesk has replaced the helpdesk as the preferred term for the IT and business support function within business, with a benchmarking survey giving credibility to the idea that the ServiceDesk is becoming a central business hub.
For the first time ever, the annual IT Service Desk Survey from training specialist STI has recorded the term ServiceDesk overtaking helpdesk as the description of choice. The research shows that the shift is justified, with the old style helpdesk which acts as a call logging facility and passing issues onto technicians largely disappearing. Just 12 per cent of desks described themselves as ‘non-technical’ meaning they act as nothing more than a triage for calls, with the remaining desks describing themselves either as ‘technical’ or ‘expert’.
67 per cent of ServiceDesks now support telephony as well as IT, while 13 per cent look after other business functions, helping to create a central hub for handling business services.
94 per cent of desks have a dedicated website or internet presence for communicating with customers, with 69 per cent offering the option to log calls online, and 82 per cent of customers able to view open tickets on line.