It Service Desk. No need to acquire hardware and worry about maintaining it just for a help desk. A service desk is a primary it function within the discipline of it service management itsm as defined by itil.
User refers to the actual user of the service while customer refers to the entity that is paying for service. Full control runs on your network so you re not dependent on slow or unreliable isps. A key skill is to be able to fully understand and diagnose a specific incident in terms of business priority and.
In itil 2011 the service desk owns the incident management process and is responsible for resolving incidents according to service level agreements with the goal of restoring services as quickly as possible and getting the customer back to work.
It help desk for internal teams. The it service desk is an essential part of the itsm function of modern companies. Servicedesk plus is a game changer in turning it teams from daily fire fighting to delivering awesome customer service. For 10 years and running it has been delivering smiles to millions of it folks end users and stakeholders.