IBM interviews

“The main focus of an IT help desk is on fixing issues, while a service desk is more broadly focused on delivering services to users.”

“Service desks are the “face” of IT operations for employees, customers, suppliers and business partners.”

“This type of help desk solution can use a chatbot as the primary point of contact before routing an issue to a human support agent.”

“Support automation: Enables agents to quicken their response and resolution workflow by automating repetitive tasks (tagging, help desk ticket management).”