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Help Desk

A Closer Look at IT Support Service Desks

What is an IT Support Service Desk?

An IT support service desk manages incidents and resolves complex IT issues. They collect the more complex tickets from the help desk and do the work to solve them. There are 3 main types of service desks.

  1. Local service desks are tied to a specific organization and are usually located at or near their office.
  2. Centralized service desks serve a large region and several different clients. They tend to be their own entity instead of being tied to a specific business.
  3. Virtual service desks employ remote staff across multiple locations and do not have a physical location. This is currently the most common model.
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