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 a digital and IT product or service always need assistance. This is where the service desk comes in. Heir to the hotline, the help 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 company and the different solutions available.
Service desk: definition
By definition, the service desk is a communications centre that centralises and manages requests and queries from users of an IT service. In French (both French and Canadian), the term favoured by the linguistic authorities is " centre d'assistance " (help desk) , but today the Anglicism is widely used. In fact, its mission goes far beyond simple 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 keep users informed of developments and useful information about the product or service (updates, maintenance, etc.).
What is 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 also need to be mentioned in order to fully grasp the difference: help desk and ITSM (Information Technology Service Management).
Unlike the service desk, the help desk focuses on responding to problems. More specifically, it provides the necessary assistance to customers in the event of a problem. Agents only intervene if an incident occurs with a customer.
The service desk has 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, because 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, including monitoring and troubleshooting.
What is the role of a help desk?
The role of a help desk is to assist users in resolving a problem. Their role is limited exclusively to resolving incidents. Available and responsive, its mission is to provide a viable solution in the shortest possible time. Once the problem has been resolved, the agent's job is done.
Many designers of software, SaaS or service applications often confuse the help desk with the service desk. Although certain tasks overlap, the difference between the two is nevertheless significant. This implies different strategic orientations within your company.
The 6 missions of the service desk
With the advent of the first software programmes in the 1970s, the first technical support centres also appeared to assist users in handling the first professional computers. This led to the emergence of technical hotlines. The role subsequently evolved to keep pace with the diversification and evolution of IT solutions. Discover the key missions of the service desk in 2025:
1- Ensuring smooth communication
The first function of the service desk is to ensure fluid communication between your organisation and its users. It is the main point of contact for current and potential customers.
In the age of multi-channel communication, managing incoming flows is important to ensure that requests are dealt with in a structured way. The aim is to optimise 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 desk also takes responsibility for documenting incidents to provide the Information Systems Department (ISD) with an exhaustive document 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 taken to respond to identified problems.
3- Dealing with user requests
Customer requests are not limited to incidents. They may in fact ask for technical information on different aspects of the IT service.
💡 Example:
- What options are available?
- Is it possible to migrate data from another application to your solution?
These requests are processed against a backdrop of diversifying communication channels. Requests therefore need to be centralised in order to harmonise their processing. Priority must be given to resolving the most serious incidents as quickly as possible, as these are likely to hold up users.
4- Providing a knowledge base
Building up and sharing a knowledge base is one of the service desk's new missions. Many users now opt for self-service and try to solve problems themselves. They therefore need an exhaustive document database adapted to each type of channel:
- FAQs on your website
- chatbot on social networks
- chatbot on instant messaging.
Artificial intelligence considerably enriches the user experience while optimising the workload of agents.
5- Optimise 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 reported. The aim of coordination is to shorten processing time by assigning the right technician to the problem to be solved. A clear allocation of responsibilities makes it easier to coordinate :
- requests
- requests
- incidents to be handled by other teams.
This also involves agile ticket management. This requires the use of a dedicated application.
6- Monitor performance indicators
To achieve optimum satisfaction, the service desk needs to analyse several performance indicators:
- Number of calls or messages received,
- Number of tickets generated,
- Diagnostic error rate,
- Routing error rate,
- Rate of incidents resolved,
- Automated resolution rate.
Other KPIs can also be evaluated to measure the effectiveness of the service desk.
4 benefits of a service desk for your business
Reduction in response and resolution times
A user who waits too long for a solution to their 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, particularly 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 to qualify them and then direct them to the appropriate agents for handling. This considerably improves 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 means that the customer feels listened to. Ultimately, customer satisfaction will improve.
Optimising resources and costs
With the right tools and the right structure, the service desk can optimise your company's IT resources. You'll be able to optimise your teams' workloads thanks to improved dispatching of interventions and reduce the average operational time. Don't hesitate to automate repetitive and time-consuming tasks.
How can you get the most out of your service desk?
Step 1: Select a service desk tailored to your needs
1. Carry out an audit of your company
When it comes to setting up a service desk, you need to carry out an audit of your company, and of the IT department in particular. 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 think about your agents when choosing the solution to implement, because their effectiveness 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 used;
- Operating costs;
- Functionality ;
- Customer interface ;
- Agent interface;
- Collaborative tools included;
- Automation.
3. Examples
A VSE or SME will adopt 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. Parameterisable advanced functions are also worth considering.
💡 We suggest several software packages for you to try out later in this article.
Step 2: Personalise the user experience
One aspect that's often overlooked, yet important, is personalising 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 the situation is progressing after the intervention.
This last action can be taken in collaboration with the sales department to propose an appropriate offer.
Step 3: Get the skills you need to be a service desk agent
The skills of a service desk agent go beyond technical skills (hard skills). Here are the other qualities required for their role:
- Active listening : users need to know that someone cares 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 centralised, automated view of hardware and software assets. It is designed for small and medium-sized businesses, with features such as :
- Automatic inventory of IT assets,
- Equipment lifecycle monitoring,
- Software licence management,
- Integrated helpdesk,
- Customisable reporting and alerts.
ClariLog enables :
- Information centralisation: a single, intuitive interface,
- Process automation: automated workflows, improving operational efficiency,
- Improved compliance: rigorous monitoring of licences and assets, facilitating audits and reducing the risk of non-compliance,
- Adaptability: a scalable solution that meets the specific needs of medium-sized businesses, 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 centralise, structure and automate task and incident tracking processes. Popular with agile teams and IT departments, Jira can be used by SMEs and large organisations alike, thanks to its wide range of functions, including :
- Ticket and incident management
- Monitoring of agile projects and sprints,
- Workflow automation,
- Customisable service portals,
- Real-time reporting and dashboards.
With Jira, companies benefit from :
- Unified visibility of activities: all requests, tasks and incidents are centralised on a single, user-friendly platform,
- Smooth, standardised 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 a wide range of 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 into the GitLab DevOps platform, designed to centralise user requests and simplify ticket management within technical teams. Ideal for companies that want to combine software development and support management, this tool offers essential features such as :
- Creating tickets by e-mail, which are automatically transformed into GitLab issues,
- Collaborative tracking of requests in a single space,
- Ticket allocation, tagging and prioritisation,
- Real-time notifications and a full activity log,
- Native integration with projects, CI/CD pipelines and versioning systems.
With GitLab Service Desk, teams benefit from :
- Fluid centralisation of support and development: exchanges with users are directly linked to technical projects, reducing friction,
- Greater transparency: each 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 all 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 organisations. Suitable for SMEs and large organisations alike, it is based on ITIL best practice and offers key functionalities such as :
- Incident, request and change management,
- Self-service portal for end users,
- Integrated knowledge base,
- Centralised CMDB (configuration database),
- Workflow automation and advanced reporting.
With ServiceDesk Plus, businesses benefit from :
- Rigorous, compliant IT service management: processes are aligned with ITIL standards to improve service quality,
- An optimised user experience: the intuitive portal makes it easy for employees to formulate and track their requests,
- Enhanced productivity: IT teams save time thanks to powerful automation and intelligent routing rules,
- Complete visibility of the infrastructure: the CMDB provides a precise map of assets and their relationships, facilitating diagnostics and decision-making.
NinjaOne
NinjaOne (ex-NinjaRMM)
NinjaOne is a US-based, all-in-one remote IT management (RMM) and IT support (ITSM) platform designed to provide comprehensive, proactive and centralised monitoring of IT assets. Designed for SMEs, MSPs and in-house IT departments, it offers key features such as :
- Real-time monitoring of endpoints
- Automated patch management,
- Fast, secure remote access,
- Complete hardware and software inventory,
- IT task automation and custom scripting.
NinjaOne enables :
- Unified, proactive IT asset management: the centralised interface provides complete visibility of the health of all devices,
- Considerable time savings: by automating updates, alerts and maintenance routines, teams can reduce manual tasks,
- Efficient user support: technicians can intervene remotely, quickly and without interruption to the end user,
- Extremely easy to use: the solution stands out for its fast learning curve, streamlined interface and highly responsive technical support.
The service desk of the future: what impact will AI have?
Automation has 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 personalised and will adapt to each user's experience;
- chatbots will respond more intelligently, freeing agents from simple tasks so that they can 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 centre, but a genuine growth lever for the company. By integrating the service desk into your overall IT strategy, you strengthen your organisation's agility and its ability to respond rapidly to changes in the market.
Improve the efficiency of your helpdesk, 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 on the service desk. They are responsible for receiving and processing user requests in order to resolve incidents and contribute to the continuous improvement of the IT service.
Can the service desk be used outside IT?
The service desk can be set up outside the IT world. Although it is traditionally associated with IT, it can be used in other departments of the company, such as human resources, sales, customer service, etc. The aim is always the same: to provide a single, centralised point of contact.
What is an SLA for a service desk?
An SLA (Service Level Agreement) is a contractual commitment on response and resolution times. It guarantees a measurable and transparent level of service.
Article translated from French