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A service desk (help desk) serves as the SINGLE POINT OF CONTACT between the IT service provider (IT department within an organization or and IT services company) and the IT service users (internal and external clients)
The idea here is to simplify, standardize and streamline the flow of communication between the two sides and makes it most effective to the best interest of both entities.
The service desk will also MASK THE COMPLEXITY of the IT service provider organization and who does what in that organization.
