tour desk what is it

A comprehensive tour-booking service

Earn a commission while impressing your guests with outstanding service

Trusted by industry leaders

No sign-up or setup fee

More income, less effort

Intuitive and easy-to-use platform

Better customer service

At TourDesk, our dedicated multilingual support team ensures every guest receives comprehensive assistance with bookings, modifications, cancellations, and refunds. Leave it to us to handle payment matters, empowering your front desk staff to focus on other vital aspects of guest service.

"Literally the simplest and quickest customer service interaction I ever had, no exaggeration!" 

Take their word for it

Their system has proven to be extremely reliable and effective regarding booking and cancelling tours as well as providing a great overview of all available tours. I cannot recommend them highly enough.

Gylfi Freyr Guðmundsson

Hotel Manager at Exeter Hotel

TourDesk plays a crucial role in ensuring and enhancing our guest experience while visiting Ireland. Their support in resolving guest challenges arise, is truly commendable.

Paulo Carvalho

Front of the House Manager at Academy Plaza Hotel in Dublin

From the beginning, the collaboration has been great and without problems. Our service level has increased, allowing us to provide a better, quicker service, with all information at one place. The website is vibrant and is constantly being updated and improved.

Elfa Björk Björgvinsdóttir

Hotel Manager and Owner at 22 Hill Hotel

From the blog

Why Use Ancillary Services in Tourism?

Guðmundur F. Magnússon

Marketing Manager

Exeter Hotel and TourDesk: Boosting Guest Satisfaction & Revenue

Bryndís Rún Hafliðadóttir

Head of Content

Boosting Hotel Revenue: The Power of Travel Articles in Selling Local Tours and Activities

Case studies.

Exeter Hotel

Using TourDesk to improve customer satisfaction and increase revenue

Reykjavík Residence

Enhancing Hospitality Through Innovation: Reykjavik Residence & TourDesk

TourDesk, founded in 2013, is a comprehensive tour-booking service for resellers such as hotels, hostels, and guesthouses. 

By integrating TourDesk, resellers can tap into additional revenue streams, elevate their service level, and streamline front-desk and back-office operations.

The Agent System is a point-of-sale tool for front desk staff, allowing quick tour bookings, upselling opportunities, and personalized service. The Sales Portal is a customized platform for guests to independently plan and book tours, enhancing their experience.

TourDesk is dedicated to increasing your revenue, increasing the level of service to your customers, and reducing work for your staff.

By making sure that the customer knows about the tours on offer and has around-the-clock access to booking them, with or without any assistance, TourDesk is dedicated to increasing your revenue, increasing the level of service to your customers and reducing work for your staff.

About TourDesk

Tourdesk pricing.

The software is free to use. We keep our lights on and develop our platform by taking a part of the negotiated commission.

Free trial: 

Free version: 

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TourDesk Reviews

Overall rating, ratings breakdown, secondary ratings.

Ease-of-use

Customer Support

Value for money

Functionality

4.85/5 out of 20 Reviews

Most Helpful Reviews for TourDesk

1 - 5 of 22 Reviews

10,000+ employees

Used weekly for less than 12 months

OVERALL RATING :

EASE OF USE

VALUE FOR MONEY

CUSTOMER SUPPORT

FUNCTIONALITY

Reviewed October 2023

Easy guide for all our hotel bookings

A Excellent experience with TourDesk because of its useful features that allowed for efficient management of the travel business.

TourDesk enhances our visibility and easy connectivity over all our Local hotels and with Guesthouses bookings and it offers a safe and happy Tour experience. It's very customer friendly, provides excellent and quick services.

I didn't have any Cons of TourDesk it's helping me a lot

Information Technology and Services , 11-50 employees

Reviewed September 2023

all Tour perations and management platform

Overall a good experience using tourdesk as supported us in all travel management activities setup for one of our client organization.

It supported us in planning the structure of tour on our platform so clients can track all the travel planning activities wih ease.

No con at all, very good software with required features

Reason for choosing TourDesk

It has more good features which we were looking for

Hospitality , 11-50 employees

Used daily for less than 6 months

Reviewed August 2023

Disappointed

Disappointing

Not applicable. They haven't been as helpful as they promised.

The promised relationship does not exist. Staff have not been given the free tours they were promised in exchange for their sales.

Hospitality , 51-200 employees

Used daily for more than 2 years

Easy to use and group all tours in one platform

Tourdesk made our tour sales much easier for our reception staff as it's the same process for each supplier. Tourdesk allowed us to advertise tours easily in our pre-arrival information and generate additional revenue from tour sales.Lastly, it's much easier to track commission and performance of reception staff through their portal.

It's all very straight forward for what we use it for. No real complaints

Used daily for less than 2 years

Tourdesk summer Destiny Student

Tourdesk is great to work with. Selling tours and experiences through tourdesk is simple and efficient. Commission on sold tours is generous and discounts for a selection of tours for staff is great. Whenever we have had a query or problem with a booking a tourdesk employee has been quick to respond and help resolve.

The kiosk to search and sell tours to guests on reception is easy to use. Tourdesk team always on hand and quickly respond when help is needed.

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What is TourDesk ?

TourDesk is a comprehensive tour-booking service for resellers. It brings a new source of revenue, increases your service level, and reduces the workload on your front desk and back office. TourDesk offers two main fea... Read More

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Europe and North America

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Opening Hours: Mon - Fri: 9.00am - 5.00pm

Website: book.tourdesk.is

Email: [email protected]

TourDesk is a booking portal offering a wide range of private tours, self-drive tours, and guided tours. With over 1.000 tours and activities at your fingertips, everyone can find what they are looking for. From informative and enchanting bus tours to amazing boat tours or helicopter tours, and everything in between. With TourDesk you can plan your stay in Iceland down to the minute detail and fill out your bucket list!

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How to sign-up to TourDesk

Created by Bryndís Rún Hafliðadóttir, Modified on Thu, 10 Nov 2022 at 09:32 AM by Bryndís Rún Hafliðadóttir

You can easily sign-up to TourDesk at our webpage,  TourDesk.io . TourDesk brings a new source of revenue, increases your service level and reduces the workload on your front desk and back office.

Click Register in the top right corner and then choose what type of reseller you represent. This can be a hotel, hostel, guesthouse, private home, travel agency or other.

Fill in your information, check the box to accept terms and conditions and then click Register . You’ve signed up! 

You’ll receive an email where you confirm your account and then you can log into TourDesk and start setting up your account.

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Define Tour Desk

tour desk. A counter at a hotel where local tours can be booked.

To find the abbreviation, acronym, or term you’re looking for, use the Search box (below) or click on any letter (above).

This site is Copyright© 1999-2022. All rights reserved.

Serving the travel industry since 1999

Puerto Rico Tour Desk

Puerto Rico Tour Desk is a company created in 2014 by a Concierge group who decided to make a corporation that provides the highest-quality level of service. We are endorsed by the Puerto Rico Tourism Company. Furthermore, our team consists of people from different generations including “Baby Boomers, Generation Y, X and Millennials”. Our diversified background enables us to connect and work with various types of people. In Puerto Rico Tour Desk, we strive for innovation by always keeping up with the latest technology and adapt to change. We promise to be excellent, if not the best, tour guides by continuously learning about nature, conservation and safety procedures in order to provide our customers with as much valuable information as possible while ensuring their safety. We respect nature and our environment so we heavily promote and practice recycling. For example we recycle bottles and keep the caps to donate to kids with cancer and their families. We support our local economy and small businesses by buying fruits from local vendors to provide to our guests during our tours. We are very proud to be able to give back to our society and to have turned our hobby into our profession that we can continue to be very passionate about.

In Puerto Rico Tour Desk, we value the dedication and commitment of our partners who always recommend our service. We prioritize our employees’ satisfaction and provide them with all that the company can provide. We value our tourists who choose our service and who help provide promote us via social media or by word of mouth. In Puerto Rico Tour Desk, we help small to medium companies economically by leveraging them for our needs and to help provide for our guests. We promise to give back to the economy, guests and employees and benefit our society.

Contribute to the tourism of Puerto Rico with excellent excursions and high-quality service for our visitors. We differ from the rest of our competitors because we visit places that have low foot-traffic – the so-called non-touristy parts. We always strive to attract different crowds in order to show them what Puerto Rico has to offer.

To be recognized as the leading tour company that provides the highest standard of service for our visitors and residents of Puerto Rico. We create new excursions, find new destinations and are always keeping up with the new trends of tourism and latest safety procedures.

Frankie Aponte

Young, energetic and adventurous traveler who is passionate about nature, Frankie has spent years traveling the world and exploring new cultures. Frankie’s passion began when he graduated from high school and decided to devote his studies to hospitality and tourism. Frankie holds an associate degree in Airlines, Bachelor’s degree in Hotel and Restaurant Management, Bachelor’s degree in Culture Tourism (Tourism), and Post Degree in Production and Events Marketing. He is currently doing a Sustainable Tourism, Ecotourism and Agri-Tourism certification.

His extensive experience as a waiter, bartender, and recently-achieved Concierge Tour Guide Certificate has given him the work ethic and people skills necessary to manage groups of all ages and backgrounds. Frankie has been with Puerto Rico Tour Desk Company from day one and always considered himself a tour guide without the title. He took the advice from Confucius – “Choose a job you love, and you will never have to work a day in your life” – and he plans to continue spreading his passion for nature and transferring his valuable knowledge to curious travelers for years to come.

As an avid traveler, Frankie has worked all his life to explore new countries. He enjoys being a tourist, and after every trip he is inspired with new ideas for his tours. Following is a list of the places he has visited:

USA (15 states mostly national parks), Canada (Toronto, Niagara), Mexico (3 times), Guatemala, El Salvador, Nicaragua, Costa Rica, Panama, Colombia, Ecuador (Galapagos), Peru (Machu Picchu), Brazil, Argentina (Iguazu Waterfalls, Glaciers), Dominican Republic (3x), Cuba (2x) Southern Caribbean Cruise (6 islands). Frankie’s interests include traveling, caving, rivers, waterfalls, hiking, cliff jumping, history, museums, national parks and everything that will give him an adrenaline rush.

Diana García

Traveling made Diana discover her passion as a tour guide and become an ambassador of Puerto Rico.

Luis Alicea

Born and raised in Puerto Rico, Luis is known for the love and passion that he feels for his beautiful island.

Luis is continuously learning. He is eager to learn as much as possible about nature, history, and the different cultures of Puerto Rico.

Here are some reviews for Luis:

Birthday Vacay

This tour and experience would have been amazing without  Luis  as our guide. He went far and beyond to make it a special trip. Thanks for everything. See u soon

Best tour ever

My bf & I are both from Puerto Rico but had never experienced el Yunque before. We decided to celebrate my bday by coming to PR and el yunque was my favorite way to spend today. This tour was not only amazing but educational we got to hike, swim in the river and eat some yummy snacks & ofcourse take lots of pictures. Puerto Rico has so much beauty it was a completely amazing experience to view it with our Tour guide  Luis  who has estensive love & knowledge for our island. We will definitely come back and recommend this tour. See you again

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What does a tour guide do?

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What is a Tour Guide?

A tour guide provides assistance, information, and guidance to individuals or groups of tourists during their travels. Their primary role is to enhance the travel experience by sharing knowledge and insights about the destinations, attractions, and cultural aspects of the places being visited. Tour guides are well-versed in the history, geography, culture, and traditions of the locations they cover, and they use their expertise to educate and entertain the tourists.

Tour guides are responsible for organizing and leading tours, ensuring that the itinerary is followed, and the group stays on schedule. They may work in various settings, including cities, historical sites, natural landscapes, or cultural landmarks. During tours, guides provide commentary, answer questions, and engage with the tourists, creating an interactive and immersive experience. They may also assist with logistical matters, such as arranging transportation, coordinating entry to attractions, and recommending places to eat or shop.

What does a Tour Guide do?

Tour guides bring destinations to life by providing valuable expertise and insights. While guidebooks and online resources can offer information, tour guides offer a unique and personalized experience that cannot be replicated.

Duties and Responsibilities Tour guides have a range of duties and responsibilities to ensure a smooth and enjoyable travel experience for tourists. Some of the key responsibilities include:

• Planning and organizing: Tour guides research and plan tour itineraries, considering factors such as the duration of the tour, the interests of the group, and the availability of attractions. They arrange transportation, accommodation, meals, and any necessary permits or tickets, ensuring that everything is well-coordinated.
• Providing information and commentary: A primary role of tour guides is to offer informative and engaging commentary about the destinations being visited. They share historical facts, cultural insights, and interesting anecdotes to educate and entertain tourists. Guides should have a deep understanding of the locations, including their history, architecture, local customs, and traditions.
• Leading tours and managing groups: Tour guides are responsible for leading the group throughout the tour. They ensure that the group stays together, follows the itinerary, and adheres to any safety guidelines. Guides should have good organizational and leadership skills to manage groups of varying sizes and diverse backgrounds.
• Assisting with logistics: Tour guides handle practical aspects of the tour, such as coordinating transportation between sites, arranging entry to attractions, and managing timing to optimize the itinerary. They provide directions, answer questions, and offer recommendations for meals, shopping, and other activities.
• Ensuring safety and security: Guides prioritize the safety and security of the tourists. They inform the group about potential risks or hazards, and they take necessary precautions to prevent accidents or incidents. In emergency situations, guides should be prepared to provide assistance and follow appropriate protocols.
• Interacting and engaging with tourists: Tour guides create a welcoming and interactive environment for tourists. They foster a positive and friendly atmosphere, encourage questions, and actively engage with the group. Guides should be approachable and adaptable, catering to the needs and interests of the tourists.
• Resolving issues and addressing concerns: Tour guides act as a point of contact for tourists, addressing any concerns or issues that may arise during the tour. They handle complaints, resolve conflicts, and provide assistance or alternative solutions when needed.
• Promoting responsible and sustainable tourism: Guides play a crucial role in promoting responsible tourism practices. They educate tourists about local customs and cultural sensitivities, encourage respectful behavior towards local communities and the environment, and advocate for sustainable travel practices.

Types of Tour Guides There are various types of tour guides, each specializing in different areas and catering to specific types of tours. Here are some common types of tour guides and a brief description of what they do:

• City Tour Guides: City tour guides specialize in providing tours within a specific city or urban area. They are well-versed in the history, architecture, landmarks, and culture of the city. Their role is to guide tourists through popular attractions, historical sites, and local neighborhoods, offering insights and commentary along the way.
• Cultural Tour Guides: Cultural tour guides focus on highlighting the cultural aspects of a destination. They provide in-depth knowledge about local traditions, customs, festivals, and arts. These guides may accompany tourists to museums, art galleries, cultural events, or religious sites, helping them understand and appreciate the cultural significance of these places.
• Ecotourism Guides : Ecotourism guides are responsible for designing and planning itineraries that are environmentally and culturally responsible, researching the destination, developing educational materials, preparing necessary equipment, and coordinating logistics such as transportation, accommodation, and meals.
• Adventure Tour Guides: Adventure tour guides lead tours focused on outdoor activities and adventure sports such as hiking, rock climbing, kayaking, or skiing. They possess skills and knowledge in the specific activities offered, ensuring the safety of participants while providing guidance and instruction. Adventure guides may take tourists to remote and challenging locations, coordinating logistics and providing a thrilling experience.
• Historical Tour Guides: Historical tour guides specialize in providing detailed insights into the history of a destination. They are knowledgeable about specific historical periods, events, and significant landmarks. These guides often work in historical sites, monuments, or archaeological sites, sharing historical context and stories that bring the past to life for tourists.
• Specialized Tour Guides: Specialized tour guides cater to niche interests or specific types of tours. Examples include food tour guides who focus on culinary experiences, wine tour guides who provide expertise on vineyards and wine tasting, or art tour guides who lead tours in museums and art galleries, offering interpretations of artworks.

Are you suited to be a tour guide?

Tour guides have distinct personalities . They tend to be social individuals, which means they’re kind, generous, cooperative, patient, caring, helpful, empathetic, tactful, and friendly. They excel at socializing, helping others, and teaching. Some of them are also enterprising, meaning they’re adventurous, ambitious, assertive, extroverted, energetic, enthusiastic, confident, and optimistic.

Does this sound like you? Take our free career test to find out if tour guide is one of your top career matches.

What is the workplace of a Tour Guide like?

The workplace of a tour guide can be quite diverse and dynamic, offering a mix of indoor and outdoor environments. One aspect of their workplace involves cultural and urban settings. City tour guides, for instance, operate within bustling cities, leading tourists through streets, squares, and iconic landmarks. They may work in vibrant neighborhoods, historic districts, or cosmopolitan areas, immersing tourists in the local culture and urban atmosphere. These guides navigate through crowded streets, interact with locals, and provide insights into the city's history, architecture, and vibrant lifestyle. They may also lead tours in museums, art galleries, or cultural centers, where they can showcase the city's artistic and cultural offerings.

Another significant aspect of a tour guide's workplace is outdoor settings. Nature and wildlife tour guides find themselves working in breathtaking natural landscapes, such as forests, mountains, or coastal areas. These guides lead groups on hikes, nature walks, or wildlife safaris, sharing their knowledge about the local flora, fauna, and ecosystems. Their workplace is characterized by stunning scenery, serene environments, and opportunities for visitors to connect with nature. Adventure tour guides also operate in outdoor settings, taking tourists on thrilling activities like rafting, rock climbing, or skiing. They work in adventurous and often remote locations, ensuring the safety of participants while providing an adrenaline-pumping experience.

Additionally, the workplace of a tour guide can extend to various modes of transportation. They may lead tours on buses, boats, trains, or even walking tours, utilizing different forms of transportation to explore diverse attractions and destinations. This allows guides to provide a comprehensive experience, showcasing various facets of a region while offering comfort and convenience to tourists.

Tour Guides are also known as: Tourist Guide

The Tour Desk St. Kitts

Desk Tour | How I Organize My Desk

Posted: April 14, 2024 | Last updated: April 14, 2024

Welcome to my work space! This is where I spend 80% of my weekdays, writing and bringing my creative ideas to life.// DESK▸ IKEA Table Top | <a href="http://bit.ly/1TmFzv4▸">http://bit.ly/1TmFzv4▸</a> IKEA Nipen Leg | <a href="http://bit.ly/1XZTV3j▸">http://bit.ly/1XZTV3j▸</a> IKEA Alex Drawer Unit | <a href="http://bit.ly/1LvWp7z//">http://bit.ly/1LvWp7z//</a> CHAIR▸ organic chair replica | <a href="http://amzn.to/1Xxu2eF//">http://amzn.to/1Xxu2eF//</a> Desktop▸ macbook marble decal | <a href="http://etsy.me/1IRitWL▸">http://etsy.me/1IRitWL▸</a> macbook keyboard sticker | <a href="http://etsy.me/1MdIx10▸">http://etsy.me/1MdIx10▸</a> MUJI 2016 Planner (Tokyo)▸ Acrylic desktop organizer | <a href="http://amzn.to/1pnjM9Q▸">http://amzn.to/1pnjM9Q▸</a> What I Know For Sure by Oprah Winfrey* | <a href="http://amzn.to/1pnjOyr▸">http://amzn.to/1pnjOyr▸</a> MUJI pens | <a href="http://amzn.to/1T77JJY▸">http://amzn.to/1T77JJY▸</a> "Love Over Fear" Mantra Candle* | <a href="http://bit.ly/1L4EGV2▸">http://bit.ly/1L4EGV2▸</a> "The Action is Here" from Magic Lessons Podcast | <a href="http://bit.ly/1Qra93P▸">http://bit.ly/1Qra93P▸</a> Bloom Yuzu Citrus Fragrance Diffuser | <a href="http://kck.st/1RFBZZp">http://kck.st/1RFBZZp</a> (reward from my friend's Kickstarter)▸ Aquarius task lamp | <a href="http://bit.ly/1OFl4V2//">http://bit.ly/1OFl4V2//</a> morning pages▸ <a href="http://bit.ly/1LzaFwl⟶">http://bit.ly/1LzaFwl⟶</a> Sign up for email updates from me: <a href="http://lavendaire.com/mail___//">http://lavendaire.com/mail___//</a> F O L L O W ▸ instagram | <a href="http://instagram.com/lavendaire▸">http://instagram.com/lavendaire▸</a> snapchat | lavendaire▸ facebook | <a href="http://facebook.com/lavendaire▸">http://facebook.com/lavendaire▸</a> twitter | <a href="http://twitter.com/lavendaire▸">http://twitter.com/lavendaire▸</a> blog | <a href="http://lavendaire.com▸">http://lavendaire.com▸</a> soundcloud | <a href="http://soundcloud.com/lavendaire▸">http://soundcloud.com/lavendaire▸</a> spotify | <a href="https://open.spotify.com/user/aileenxu___FILMED">https://open.spotify.com/user/aileenxu___FILMED</a> & EDITED BY AILEEN XU// M U S I C ▸ <a href="https://soundcloud.com/maxzwell/ready//">https://soundcloud.com/maxzwell/ready//</a> G E A R ▸ editing | Adobe Premiere Pro CS6▸ camera | Canon T4i - <a href="http://amzn.to/140CbOj▸">http://amzn.to/140CbOj▸</a> lens | Sigma 30mm f/1.4 - <a href="http://amzn.to/1B3lNJR▸">http://amzn.to/1B3lNJR▸</a> mic | Rode Videomic Shotgun - <a href="http://amzn.to/1BKzSdD▸">http://amzn.to/1BKzSdD▸</a> lighting | <a href="http://amzn.to/1BHlzpV___//">http://amzn.to/1BHlzpV___//</a> A B O U T I’m Aileen, a lifestyle vlogger sharing knowledge and inspiration on becoming your best self and creating your dream life.Lavendaire follows my journey as I discover how to create a life I love—one filled with beauty, meaning, and purpose, and never short of inspiring travels, amazing music, and awesome people. Subscribe to Lavendaire to get inspired by new videos weekly! <a href="http://bit.ly/sublavendaire___Disclaimer:">http://bit.ly/sublavendaire___Disclaimer:</a> This is NOT a sponsored video. The links I share to Amazon are affiliate links, which means I earn a small commission if you make a purchase through them. Sometimes, I am fortunate enough to be gifted an item by a brand or friend, in which case I will denote the item with a (*).

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Mac Desk Accessories Worth Checking Out

Every year or two, MacRumors videographer Dan Barbera shares a desk tour featuring the Mac-centric products that he uses to record and edit his videos for the site. Today, Dan is sharing an updated 2024 desk video, highlighting desk accessories that might be worth checking out for your own setup.

• Uplift Desk - Dan uses an Uplift Standing desk, priced starting at $569. Uplift makes all kinds of accessories for its desks, from drawers to hammocks. Dan has a motion board for increasing movement, microphone arm, and headphone holder.
• Alti Wireless Charging Desk Mat - The $130 Alti Wireless Charging Desk Mat has a built-in Qi wireless charger that works with the iPhone and AirPods, plus it has a hideaway space for documents.
• Gather Monitor Stand - Gather has a selection of Monitor Stands that raise up a display and also offer handy storage for a MacBook. Pricing starts at around $269, and there are add-on accessories for an additional fee.
• Iodyne Pro Data - This one is for video editors and those who need a lot of storage that's well-protected. The 12TB Pro Data from Iodyne is priced at $4,450 and goes up from there.
• Magic Keyboard and Magic Mouse - There are a lot of options for peripherals, but Apple's Magic Keyboard and Magic Mouse are classics.
• Nomad Stand One Max - For charging the ‌iPhone‌ and Apple Watch, Nomad's Stand One Max delivers quick charging speeds and aesthetics. It's not cheap at $180, though.
• Lab22 Headphone Stand - For over-ear headphones like the AirPods Max , the $85 Lab22 Headphone Stand keeps them up and out of the way when not in use.

What are your favorite desk accessories for your Mac setup? Let us know in the comments below.

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Top Rated Comments

lol this post made for the 1% members

There are a lot of options for peripherals, but Apple's Magic Keyboard and Magic Mouse are classics.

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1 day ago by Tim Hardwick

• Help desk vs Service desk vs ITSM
• Best practices
• Choosing the ideal IT service desk
• Explore ServiceDesk Plus
• Try servicedesk plus

What is an IT service desk?

The IT service desk is the single point of contact in an organization that addresses all IT-related issues, inquiries, and requests.

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Last updated on: April 05, 2024

The IT service desk is also known as a help desk, support center, information center, IT solutions center, or technical support. The multipurpose role of the IT service desk—which fulfills several objectives such as resolving issues quickly, nurturing user satisfaction, facilitating the efficiency of organizational processes, and providing actionable insights on organization productivity—demands a range of best practices that go well beyond traditional technical support.

The IT service desk typically has several sub-teams working together to manage various practices of IT service management. The following best practices fall under the purview of an IT service desk manages:

• Incident management: This practice ensures that technical issues are identified and resolved to minimize disruption in services, operations, or employee productivity.
• Request fulfillment: This practice manages all the IT needs and requirements of users, such as software installation requests or access permissions for privileged resources.
• Problem management: This practice analyzes the root cause of recurring incidents to prevent future incidents by implementing feasible workarounds or permanent solutions.
• Change management: This practice systematizes changes to the IT environment to ensure infrastructure stability and maximize success rate.
• IT asset management: This practice tracks hardware and software assets, manages their lifecycle, optimizes asset costs, and ensures compliance for license usage and vendor contracts.
• Knowledge management: This practice creates and maintains a central repository of FAQs, troubleshooting guides, and solutions for common issues. These repositories act as the first resort for technicians and end users with common queries and issues.

IT help desk vs IT service desk vs ITSM: What's the difference?

The IT help desk provides basic IT support to end-users. It is primarily reactive, focusing on resolving specific IT issues or requests as they arise. Its scope is limited to troubleshooting and fixing any technical difficulties that end users could have, including those involving hardware, software, and network connectivity, as well as managing service requests.

Although the phrases IT service desk and IT help desk are frequently used interchangeably, an IT service desk typically has a broader mandate that encompasses a proactive approach to support, and aligns IT services with business goals. IT service desks are more infrastructure and operations oriented, while also emphasizing user satisfaction. An IT help desk is a component within the broader scope of IT service desks. IT service desks own and manage the IT service management processes, such as incident management , IT asset management, and more.

IT service management (ITSM) is a set of practices, policies, and processes used by organizations to design, deliver, manage, and improve IT services provided to end users. It encompasses both IT service desk and help desk, and focuses on aligning IT services with business needs and increasing IT service quality to enhance end-user satisfaction.

Types of IT service desk

The choice of the IT service desk model depends on factors such as the organization's structure, user distribution, communication preferences, and the level of expertise needed to address support requests effectively.

Importance of an IT service desk

The IT service desk serves as the backbone of an organization's IT infrastructure, holding immense importance in bringing efficiency to IT operations. Firstly, it plays a pivotal role in resolving technical issues for employees, ensuring that they can work seamlessly. This directly impacts productivity and operational continuity, in line with the goal of delivering consistent and high−quality services to customers.

The IT service desk also helps manage the daily tasks and operations needed to keep the systems running. With the right staffing and automation, a service desk can effectively manage a large portion of routine IT work, resulting in technology experts devoting more time to complex issues. As a result, valuable resources—such as staff power, cost, and time—can be freed up and directed towards strategic digital initiatives that can assist in achieving business goals.

The IT service desk also aids in adhering to IT policies and standards by documenting incidents, changes, and requests amongst others, promoting accountability and compliance. Therefore, organizations that have a robust IT service desk are practically guaranteed that the IT systems remain secure and compliant with industry standards.

Benefits of an IT service desk

Let's now talk about some of the benefits of an IT service desk to better understand its importance.

Streamlined service delivery

The IT service desk brings efficiency in delivering services for all stakeholders involved, technicians and end users alike. Three-tier IT service desks, for example, can have a self-service portal at tier 0 and technicians at tiers 1, 2, and 3, with increasing levels of expertise at each tier. Issues can be routed to the appropriate tier based on their complexity. This ensures timely and effective resolution for technical issues, enabling end users to focus on their work without prolonged disruption.

Minimal service interruptions

An IT service desk ensures prompt incident resolution, minimizing service interruptions for users. Through swift resolution processes, incidents are addressed systematically, minimizing downtime. It also includes root cause analysis to identify underlying issues, enabling the implementation of long-term solutions. Continuous improvement initiatives, guided by incident data analysis, contribute to refining incident management processes and ensuring a proactive response to future disruptions. Proactive monitoring adds an extra layer, allowing for the early detection and prevention of potential incidents before they impact service continuity.

Enhanced user satisfaction

Fast, frictionless, and innovative service delivery enhances productivity, and contributes to talent retention across the organization. It improves productivity and work-life balance, fostering a positive perception of the organization's value to employees. Additionally, it can give the company a competitive edge, making it more attractive to both existing and prospective talent.

Data-driven insights

Analyzing IT service desk data can reveal trends that aid decision-making for IT budget allocation, resource planning, and technology investments.

Cost efficiency

An IT service desk also helps reduce potential revenue loss and operational costs by resolving issues expeditiously and preventing prolonged downtime. It plays an important role in evaluating SLAs and ensuring cost-effective operations while continuously striving for improvements.

An IT service desk enforces standardized processes, policies, and regulations thereby acting as a frontline defender of IT compliance and risk mitigation.

IT service desk best practices

Here are a few tips and best practices for running an efficient IT service desk.

• ITSM framework: Adopt any of the popular best practices framework—such as ITIL®, COBIT, MOF, eTOM, and TOGAF—to standardize the processes to provide a disciplined approach to IT service management.
• Multi−channel support: Offer support through various channels—such as phone, email, chat, and self-service portals—so users can choose their preferred channel to report issues.
• Knowledge base: Develop and maintain a comprehensive knowledge base to document solutions and best practices for common and recurring issues, enabling the users to find the answers independently and reducing the need for repetitive service requests. Technicians can also access a knowledge base to find solutions to problems.
• SLA management: Adhere to service level agreements (SLAs) to define expectations for response and resolution times, helping manage customer expectations and maintain service quality.
• Automation: Incorporate automation for quicker issue resolution and ramp−up productivity. Automation has become increasingly sophisticated, encompassing a broader array of tasks including automatically setting SLAs for all incoming tickets, assigning technicians for incoming tickets based on workload and expertise, designing automated workflows for change and release management to minimize the risk of errors, automating approval processes, executing time-delayed actions, performing automated task execution, sending real-time notifications and alerts, carrying out operations across various systems, and more. This liberates IT service desk representatives from repetitive chores, resulting in faster response times and heightened efficiency.
• AI chatbots: Integrate AI chatbots and virtual assistants as an initial point of contact to decrease the response time of IT service desk teams, leading to a substantial improvement in end−user satisfaction rates. These AI chatbots and virtual assistants excel at managing routine inquiries and providing guidance through troubleshooting processes, thereby releasing valuable resources for the team to concentrate on more intricate tasks.
• Remote support tools: Enable remote support capabilities for IT service desk representatives to diagnose and resolve issues remotely, eliminating the need for physical presence. This is particularly valuable in today's remote and hybrid work environments. It would be highly beneficial for remote support tools to be either natively integrated with or built into your ITSM platform.
• Continuous improvement: Analyze performance metrics regularly to identify areas for enhancement. Identifying bottlenecks, recurring issues, and areas for enhancement ensures that the IT service desk evolves to meet changing demands.

Evolving trends in IT service desks

The IT service desk is undergoing significant changes driven by technological advancements and shifting user expectations. The future of IT service desks will be largely driven by trends like:

Advanced AI and cognitive technologies

Expect increased integration of advanced artificial intelligence (AI) and cognitive technologies in IT service desks. With IT service desks integrated to ITOps systems, a sufficiently advanced AI can contextualize events that are detected across various IT operation management systems, such as a network manager and application performance manager. These AI models would be able to correlate niche events with historical data and offer insights to technicians when an incident occurs. For instance, when the application server memory is overloaded, and a user has intermittent access issues to the organization's ERP, the AI model would correlate these singular events, and offer a predicted solution within the incident ticket.

Extended use of predictive analytics

Predictive analytics may become even more prevalent, helping IT service desks anticipate and address issues before they impact users. This could involve predictive maintenance where automated tickets are raised based on seasonal repair trends, and resource optimization where the IT team is alerted on an upcoming influx of tickets, to improve overall IT service desk operational efficiency.

Enhanced user experience with augmented reality (AR) and virtual reality (VR)

The adoption of AR and VR technologies may offer new ways for IT service desks to provide support. These technologies could be utilized for remote assistance, training, and troubleshooting, creating a more immersive and effective user experience. These technology are especially useful for field service technicians, where even a recruit can be quickly skilled up with visual aids using AR technology.

Enhanced natural language processing (NLP)

Advancements in natural language processing (NLP) will become a focal point for IT service desks, facilitating smart responses, sentiment analysis, automated creation of knowledge articles, summarizing a ticket, and improving chat experiences, among other benefits. NLP technology ensures multi-lingual support, continuous learning from historical interactions, and integration of voice recognition for seamless user experiences. With contextual understanding and knowledge base enhancements, NLP optimizes service desk operations, enabling faster issue resolution, higher customer satisfaction, and adaptive learning for evolving language patterns and user needs.

Rapid evolution of cybersecurity measures

With the evolving nature of cyber threats, IT service desks may see a continuous evolution of cybersecurity measures. This could include integrating advanced threat detection systems to isolate endpoints before any major impact, increased automation in response to security incidents, granular control over privilege access management, and a heightened focus on user awareness.

Choosing the right IT service desk software

There are a vast number of IT service desk software available in the market making it hard to arrive at the best fit when an organization decides to invest in ITSM software. So choosing the best IT service desk software requires careful consideration of various factors to ensure that it aligns with your organization's size, needs, goals, budget, and desired features.

• Define your requirements: Identify the specific requirements of your organization. What types of support requests do you handle? What features are essential for your IT service desk? Consider factors like ticket management, automation, reporting, self-service options, and integration capabilities.
• Scalability: Consider your organization's growth plans and choose software that can scale to accommodate increased user volumes and expanding service offerings.
• Ease of use: Choose software that is easy to use for both support technicians and end users. This reduces training time and allows your team to adopt it efficiently.
• Customization and flexibility: Check if the software allows extensibility and platform capabilities for creating low-code/no-code functions and custom modules.
• Integration capabilities: Ensure the software can integrate well with your organization's existing tools and systems, such as CRM, collaboration platforms, or monitoring tools.
• Mobile and multi-channel support: Verify if the software has a mobile app or responsive interface for on-the-go access. The software should support various communication channels like email, phone, chat, and self-service portals to accommodate user preferences.
• Automation and self-service: Assess the software's ability to automate routine tasks and afford self-service options for users. These features can enhance efficiency and user satisfaction.
• Reporting and analytics: Seek robust reporting and analytics capabilities to track performance metrics, identify trends, and make data-driven improvements.
• Security and compliance: Verify that the software adheres to security best practices like data encryption and access permissions. The solution should comply with relevant industry standards and regulations as well.
• Deployment and pricing considerations: Choose on-premises or cloud-based software depending on your needs. Cloud-based options often offer more flexibility and accessibility. Based on your choice of deployment, compare the pricing plans of the shortlisted software for both the initial and continuing expenditures, such as licensing, maintenance, updates, and potential customization. It is pivotal to consider the software's long-term value and return on investment (ROI).
• Customer support and user feedback: Evaluate the vendor's customer support options, including documentation, training, and responsiveness. Read reviews from other organizations similar to yours to gauge real-world experiences. Their perspectives can offer insights into how well the software would meet their needs.
• Trial and demo: Take advantage of free trials and demos to test the software's functionality and suitability. This can help you understand how well it fits your requirements.
• Vendor reputation: Examine the software vendor's reputation, stability, and history in the industry.
• Future roadmap: Inquire about the software's future development plans to ensure it aligns with your organization's long-term needs. A software solution that is regularly updated and aligned with industry trends can provide long-term value.

By carefully evaluating these factors, you will be better equipped to choose IT service desk software that meets your organization's requirements and enhances your support operations.

What can ServiceDesk Plus offer you?

Best practice itsm workflows, powerful integrations with it management apps, smart automation, extensive reporting capabilities, codeless customizations, deploy on cloud or on-premises, enterprise service management capabilities, ai-powered virtual assistant, 360-degree view of it operations.

ServiceDesk Plus is an enterprise-grade ITSM platform built atop industry best practices, and is designed to streamline ITSM operations for businesses. The platform offers a comprehensive suite that combines IT service desk capabilities with IT asset management and a CMDB. ServiceDesk Plus also offers enterprise service management capabilities, through which an organization can manage the service delivery of non−IT departments such as HR, facilities, and finance.

Complementing ServiceDesk Plus' capabilities are the native integrations to ManageEngine's suite of IT management products. With ManageEngine's ecosystem of products, ServiceDesk Plus can offer a 360−degree view of your IT operations.

To automate complex organizational process, ServiceDesk Plus is equipped with intuitive visual workflow builders. The visual workflow builders can simplify the design and implementation of change and release, set up standardized life cycles of tickets and assets, connect disparate systems together, as well as execute operations without any human intervention. As an extensible platform, organizations can also customize ServiceDesk Plus to meet any unique needs, utilizing the built−in no-code/low-code custom function builder.

IT service providers can also incorporate Zia—ServiceDesk Plus' AI−powered virtual assistant—to their service delivery. Zia can assist both technicians and end users with her predictive actions and conversational capabilities. This combination provides organizations with a powerful tool to streamline service management, enhance productivity, and adapt to the evolving needs of modern businesses.

Author's bio

With eight years' experience in IT services, Suganya has hands-on experience handling key IT service management (ITSM) practices. As an avid ITSM evangelist, she is also a ServiceDesk Plus product expert. She creates best-practice articles and blogs that can help ITSM practitioners address their everyday challenges with ServiceDesk Plus, the flagship IT and enterprise service management platform from ManageEngine. Besides her passion for writing, she also enjoys trekking, reading books, playing basketball, and stargazing with her daughter.

Learn more about how ServiceDesk Plus

Take advantage of free trials and demos to test the software's functionality and suitability. This can help you understand how well it fits your requirements.

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