There are several challenges and risks associated with the service desk function. Also, it being the user-facing side of IT, it is extremely critical to be aware of these challenges and have plans to manage the same.
Addressing design, testing, or deployment flaws, especially in the absence of additional funding
Varying user expectations
Filtering and managing the significant events
The ability to identify and authorize requestors
Engagement with technical and application teams
Involvement with the management of other processes