what does a help desk analyst do

 What is a Service Desk?

It is important to differentiate between what is the Traditional Help Desk (which we talked about in the previous point) and what is Help Desk in the Management of Information Technology Services ( IT Service Management , ITSM).

To avoid confusion, this last variable is usually called the Service Desk.

A Traditional Help Desk is limited in terms of incident management, support and provision. In other words, its functions are basic compared to an ITSM Service Desk .

ITSM serves a strategic vision that adds value to the company, and it does so through IT solutions in which it integrates people, processes and technology what does a help desk analyst do.

ITSM contributes to making the connection between IT and the strategy that an organization considers.

Specifically, the strategy proposed by ITSM helps organizations measure the impact of IT on their business processes. That is why we speak of an evolved Help Desk, that is, an IT Service Desk (service desk ).