Service Desk

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A Service Desk is a centralized point of contact within an organization that provides support and assistance to its internal or external customers. It is responsible for handling incidents, service requests, and other IT-related issues that may arise within an organization. The goal of a Service Desk is to provide a single point of contact for customers to get the help they need in a timely and efficient manner.

The Service Desk is typically staffed by a team of professionals with a wide range of technical expertise who are trained to troubleshoot and resolve issues quickly. They may work in person, over the phone, or through remote support tools to assist customers. The Service Desk is responsible for managing incidents, tracking requests, and providing updates on the status of issues until they are resolved.

In addition to providing technical support, the Service Desk may also be responsible for managing service level agreements (SLAs) with internal or external customers. SLAs define the level of service that the organization will provide and include metrics such as response time, resolution time, and availability.

A well-managed Service Desk can be a critical component of an organization’s overall IT strategy. It can help ensure that customers receive timely and effective support, which can improve customer satisfaction and productivity. It can also help organizations identify trends and recurring issues, which can lead to improvements in IT infrastructure and processes.

Martin Liguori
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By Martin Liguori
I have been working on IT for more than 20 years. Engineer by profession graduated from the Catholic University of Uruguay, and I believe that teamwork is one of the most important factors in any project and/or organization. I consider having the knowledge both developing software and leading work teams and being able to achieve their autonomy. I consider myself a pro-active, dynamic and passionate person for generating disruptive technological solutions in order to improve people's quality of life. I have helped companies achieve much more revenue through the application of decentralized disruptive technologies, being a specialist in these technologies. If you want to know more details about my educational or professional journey, I invite you to review the rest of my profile or contact me at