What is Help Desk?
When IT clients have a problem, they contact the help desk for assistance. The help desk can be an individual, a team, or an entire organization that takes calls or messages. The help desk responds to customers with the information, resources, and solutions needed to resolve any issues with hardware or software. A help desk will:
- Create and manage tickets
- Handle client responses and communication
- Escalate urgent issues
- Update and manage a resource center/knowledge base
The first iteration of help desks was call centers, which emerged in the 1960s. Two to three decades later, the help desk, a term coined by IBM, was officially born.