The help desk is a hub for many activities.
Primarily, it’s about providing excellent service or support to customers and users. However there’s another worthy cause your help desk is in a prime position to assist with: gathering insights that can help make improvements within the company.
In fact, you could say that doing so is optimizing how you use help desk resources. Actionable insights could make a huge difference and help your company to take a proactive stance.
We love operating in the IT world, but it's definitely full of jargon!
In the space of help desks or service desks (the two terms are often used interchangeably), a commonly asked question is, what is an enterprise help desk?