Technical support function providing assistance for IT problems and questions.
A help desk provides technical support to users experiencing IT problems. While sometimes used interchangeably with service desk, help desk traditionally focuses on reactive break-fix support, while service desk encompasses broader service management. Help desks handle troubleshooting, password resets, software issues, and general IT questions. Quality help desk support requires both technical knowledge and customer service skills.
Why It Matters
The DSC Perspective:
Help desk quality affects daily productivity. When things break, you need responsive, capable support. Evaluate help desk hours, response times, and escalation paths when choosing providers.