IT Help Desk services are provided as a resource to end users to help them with any technical or other issues they are experiencing with an organization’s computer products or services. The purpose of the Help Desk is to troubleshoot problems and to provide guidance. It is typically provided in-house for an IT function but it cab also be provided to external users or customers through a dedicated web-page, toll-free phone number, instant messaging or email.
Large organizations may have their Help Desk structured into various levels to help manage large amounts of queries. They may, for example, have a first-level that is used to deal with common technical questions or to provide information that users usually inquire about. If an issue cannot be resolved it is then escalated into a series of higher levels where staff with greater technical knowledge or resources can deal with the user’s problem.