What exactly is a service desk?
A service desk is the interface between the company and all service inquiries sent by users. It facilitates communication between the customer and service provider and is primarily responsible for implementing various business processes. The service desk can be set up strategically in various ways. One way is to define it as the single point of contact (SPOC) and therefore the sole channel through which customers submit tickets, service inquiries, or incidents (errors) by telephone, email, or online form. It also serves as a way to connect to external systems via API.
A synonym for service desk is help desk. For all intents and purposes, these two terms overlap thematically and both basically describe the way in which companies can support users with hardware, software, and services.