The 2025 service desk guide, to understand your customers and improve support
Whether it's connecting a workstation, using business software correctly or configuring SaaS for the first time, customers of digital and IT products and services always need assistance. This is where the service desk comes in. Heir to the hotline, the service desk has evolved into a high-performance interface designed to listen to users.
Our 2025 guide to the service desk will help you better understand this essential component of the technology enterprise, and the different solutions available.
Service desk: definition
By definition, the service desk is a communications center that centralizes and manages requests and queries from users of an IT department. In French, the term used by language authorities is " center d'assistance" (help desk) , but today the term is widely used in English. In fact, its mission goes far beyond mere assistance. ☝️
Much more than a point of contact, the service desk is a strategic node between users and the technical team, responsible for providing appropriate solutions to requests and problems within a reasonable timeframe. It is also called upon to inform users of useful product or service developments and information (updates, maintenance, etc.).
What's the difference between a helpdesk, a service desk and an IT management service (ITSM)?
When talking about the service desk, there are two other nomenclatures that should also be mentioned to fully grasp the difference: help desk and ITSM (Information technology service management).
Unlike the service desk, the help desk focuses on problem resolution. More concretely, it provides the necessary assistance to customers in the event of a problem. Agents only intervene when an incident occurs with a customer.
The service desk assumes a more cross-functional role. It deals with a wider range of requests, with one objective in mind: customer satisfaction. The word "service" is worth its weight in gold, as communication often goes beyond simple resolution.
The service desk, like the help desk, is part of the IT management department, better known by its acronym ITSM. This department covers the entire lifecycle of an IT product or service, from design to delivery, monitoring and troubleshooting.
What is the role of a help desk?
A help desk's mission is to assist users in resolving a problem. Their role is limited exclusively to resolving incidents. Available and responsive, their mission is to provide a viable solution in the shortest possible time. Once the problem has been solved, the agent's job is done.
Many software, SaaS and service application designers often confuse the help desk with the service desk. Although some of their missions overlap, the difference between the two is significant. This implies different strategic orientations within your company.
The 6 missions of the service desk
With the advent of the first software programs in the 1970s, the first technical support centers also appeared to assist users in handling the first professional computers. This is how technical hotlines came into being. The role has since evolved to keep pace with the diversification and evolution of IT solutions. Discover the key missions of the service desk in 2025:
1- Ensure smooth communication
The service desk's primary function is to ensure fluid communication between your organization and its users. In fact, it is the preferred point of contact for current and potential customers.
In the age of multi-channel communication, the management of incoming flows is important to ensure structured processing of requests. The aim is to optimize the customer experience throughout the entire process.
2- Identifying and resolving incidents reported by users
Identifying and resolving incidents is always at the heart of the service desk's activity. The department is also responsible for documenting incidents, in order to provide the Information Systems Department (ISD) with an exhaustive documentation base. The information gathered in this way provides a clear overview of :
- corrections
- modifications
- improvements to be made to the software.
The long-term objective is to eliminate the time it takes to intervene on identified problems.
3- Dealing with user requests
Customer requests are not limited to incidents. In fact, they may ask for technical information on various aspects of the IT service.
💡 Example:
- What options are available?
- Is it possible to migrate data from another application to your solution?
Handling these requests takes place against a backdrop of diversifying communication channels. Requests must therefore be centralized to harmonize their processing. We need to prioritize the resolution of the most serious incidents, which are likely to block users.
4- Providing a knowledge base
Building and sharing a knowledge base is one of the service desk's new missions. Many users today opt for self-service , and seek to resolve problems themselves. They therefore need an exhaustive document database, adapted to each type of channel:
- FAQ on your website,
- chatbot on social networks
- chatbot on instant messaging.
Artificial intelligence considerably enriches the user experience, while optimizing agents' workloads.
5- Optimize coordination with other IT teams
Some critical incidents need to be handled by your qualified IT teams. The service desk must structure requests and carry out a preliminary analysis of the problem raised. The aim of coordination is to shorten processing times by assigning the right technician to the right problem. A clear allocation of responsibilities facilitates coordination of:
- requests,
- requests
- incidents to be handled by other teams.
This also requires agile ticket management. This requires the use of a dedicated application.
6- Monitor performance indicators
To achieve optimum customer satisfaction, the service desk needs to analyze a number of performance indicators:
- Number of calls or messages received,
- Number of tickets generated,
- Diagnostic error rate,
- Routing error rate,
- Incident resolution rate,
- Automated resolution rate.
Other KPIs can also be evaluated to measure service desk efficiency.
4 benefits of a service desk for your company
Reduced response and resolution times
A user who waits too long for a solution to his problems is a frustrated customer who may stop using your software. In fact, 62% of customers say they get annoyed when they have to wait too long. Setting up a service desk considerably reduces response and processing times, especially with the help of appropriate software. Artificial intelligence and machine learning also speed up incident resolution.
Improved internal communication
The service desk processes all incoming messages , qualifying them and then directing them to the appropriate agents for handling. This considerably smoothes internal communication.
Improved user experience and customer satisfaction
Efficient handling guarantees a better user experience. Even if the incident is not resolved immediately, the follow-up and communication provided by the service desk ensure that the customer feels listened to. Ultimately, customer satisfaction will improve.
Optimizing resources and costs
With the right tools and structure, a service desk can optimize your company's IT resources. You'll be able to optimize your teams' workloads thanks to improved dispatching of interventions, and reduce the average operational time. Don't hesitate to automate repetitive, time-consuming tasks.
How can you optimize the use of your service desk?
Step 1: Select a service desk adapted to your needs
1. Audit your company
When it comes to setting up a service desk, you need to carry out an audit of your company, and more specifically of your IT department. You need to know :
- the number of current and potential customers for your IT service or product,
- what is their profile?
- Do they have technical skills?
- what is their level of proactivity (see diagram below to help you identify this).
You should also consider your agents when choosing which solution to implement, as their efficiency will determine the performance of your helpdesk.
2. Consider these criteria
Here are the different criteria to consider when setting up your service desk:
- The different communication channels mobilized;
- Operating costs;
- Functionality;
- Customer interface ;
- Agent interface ;
- Collaborative tools included;
- Automation.
3. Examples
A VSE or SME will adopt a service desk software or SaaS with an affordable base cost, but with a large number of options to adapt to the evolution of its customer base. Ease of use is also important. For a large multi-site enterprise, the emphasis will be on connectivity and reporting. Parameterizable advanced functions are also worth considering.
💡 We suggest several software packages for you to try out later in this article.
Step 2: Customize the user experience
An often overlooked, yet important aspect is the personalization of the user experience. A high-performance service desk must adapt to the needs and preferences of each customer.
- Give them the opportunity to adapt the interface to their habits.
- Communicate with them by name, and take the time to ask them how things are going after the intervention.
This last action can be carried out in collaboration with the sales department to propose a suitable offer.
Step 3: Get the skills you need to be a service desk agent
The skills of a service desk agent go beyond hard skills. Here are some of the other qualities required for the job:
- Active listening : users need to know that we care about what they have to say,
- Empathy: the agent needs to understand how the customer feels about problems,
- Pedagogy: solutions must be conveyed in an understandable way,
- Analytical skills : the service desk agent must be able to understand and resolve the incident.
5 service desk software products to compare
ClariLog
ClariLog
ClariLog is a French IT Asset Management (ITAM) and User Support Management (ITSM) solution designed to provide a centralized, automated view of hardware and software assets. Designed for small and medium-sized businesses, it offers features such as :
- Automatic inventory of IT assets,
- Equipment lifecycle tracking,
- Software license management,
- Integrated helpdesk,
- Customizable reporting and alerts.
ClariLog enables :
- Centralized information: single, intuitive interface,
- Process automation: automated workflows, improving operational efficiency,
- Improved compliance: rigorous tracking of licenses and assets, facilitating audits and reducing the risk of non-compliance,
- Adaptability: a modular solution tailored to the specific needs of medium-sized companies, with rapid implementation and dedicated support.
Jira by Altassian
Jira
Jira by Atlassian is an Australian project management and IT support software (ITSM) designed to centralize, structure and automate task and incident tracking processes. Popular with agile teams and IT departments alike, Jira can be adapted to SMEs and large corporations alike, thanks to its many features, including:
- Ticket and incident management,
- Project and agile sprint tracking,
- Workflow automation,
- Customizable service portals,
- Real-time reporting and dashboards.
With Jira, companies benefit from :
- Unified visibility of activities: all requests, tasks and incidents are centralized on a single, ergonomic platform,
- Smooth, standardized processes: thanks to powerful automation and conditional rules, teams save time on a daily basis,
- Optimal performance management: advanced reporting tools make it easy to monitor key indicators and drive continuous improvement,
- Remarkable flexibility: Jira integrates easily with numerous third-party applications, adapting to the specific needs of each team or sector.
GitLab Service Desk
Gitlab
GitLab Service Desk is an IT support solution integrated with the GitLab DevOps platform, designed to centralize user requests and simplify ticket management within technical teams. Ideal for companies wishing to combine software development and support management, this tool offers essential features such as :
- Ticket creation via e-mail, automatically transformed into GitLab issues,
- Collaborative tracking of requests in a single space,
- Ticket allocation, tagging and prioritization,
- Real-time notifications and complete activity log,
- Native integration with projects, CI/CD pipelines and versioning systems.
With GitLab Service Desk, teams benefit from :
- Fluid centralization of support and development: exchanges with users are directly linked to technical projects, reducing friction,
- Greater transparency: every ticket becomes a visible, traceable and shareable issue, facilitating collaboration between teams,
- Streamlined processes: request management is naturally aligned with existing development workflows,
- An all-in-one environment: no more juggling between tools - customer support, project management and development live in the same interface.
ManageEngine ServiceDesk Plus
ManageEngine Servicedesk Plus
ManageEngine ServiceDesk Plus is a comprehensive ITSM software package developed by Zoho Corp. designed to structure and automate IT service management within companies. Suitable for SMEs and large organizations alike, it is based on ITIL best practices and offers key functionalities such as :
- Incident, request and change management,
- Self-service portal for end users,
- Integrated knowledge base,
- Centralized CMDB (configuration database),
- Workflow automation and advanced reporting.
With ServiceDesk Plus, companies benefit from :
- Rigorous, compliant IT service management: processes are aligned with ITIL standards for improved service quality,
- Optimized user experience: the intuitive portal makes it easy for employees to formulate and track requests,
- Enhanced productivity: IT teams save time thanks to powerful automation and intelligent routing rules,
- Complete infrastructure visibility: the CMDB provides precise mapping of assets and their relationships, facilitating diagnosis and decision-making.
NinjaOne
NinjaOne (ex-NinjaRMM)
NinjaOne is a U.S.-based, all-in-one remote IT management (RMM) and IT support (ITSM) platform, designed to provide comprehensive, proactive, centralized monitoring of IT assets. Designed for SMEs, MSPs and in-house IT departments, it offers key functionalities such as :
- Real-time endpoint monitoring,
- Automated patch management,
- Fast, secure remote access,
- Comprehensive hardware and software inventory,
- IT task automation and custom scripting.
NinjaOne enables :
- Unified, proactive IT asset management: the centralized interface provides complete visibility of the health of all devices,
- Considerable time savings: thanks to the automation of updates, alerts and maintenance routines, teams can reduce manual tasks,
- Efficient user support: technicians can intervene remotely and quickly, without interruption to the end-user,
- Ease of use: the solution stands out for its rapid learning curve, streamlined interface and highly responsive technical support.
The service desk of the future: what impact will AI have?
Automation has already been part of the service desk for many years, but the advent of artificial intelligence is changing the game by integrating machine learning. To put it more clearly
- automated tasks will be more personalized, adapting to each user's experience;
- chatbots will respond more intelligently, freeing agents from simple tasks, who can then focus on resolving the most complex cases;
- AI can also provide predictive analysis, thanks to reasoned analysis of your database.
Make the service desk an ally in your growth
The service desk is no longer simply a ticket resolution center, but a genuine growth lever for the company. By integrating the service desk into your overall IT strategy, you reinforce your organization's agility and ability to respond rapidly to market changes.
Improve the efficiency of your help desk, offer a proactive service and boost customer satisfaction. These improvements will help boost your company's added value.
FAQ: everything you need to know about the service desk
What is an agent desk?
An agent desk is a member of staff who works in the service desk. They are responsible for receiving and processing user requests, resolving incidents and contributing to the continuous improvement of IT services.
Can the service desk be used outside IT?
The service desk can be set up outside the IT world. Although traditionally associated with IT, it can also be used in other corporate departments, such as human resources, sales or customer service. The aim is always the same: to provide a single, centralized point of contact.
What is an SLA for a service desk?
An SLA (Service Level Agreement) is a contractual commitment to response and resolution times. It guarantees a measurable and transparent level of service.
Article translated from French