What is Help Desk?

A Help Desk is the first line of assistance for customers and internal employees for technical support, solutions to common problems, and answers to general inquiries. It can be a physical desk with an individual or a team, or a local or global team handling requests online. In a technology-first environment, a Help Desk includes self-service portals, ticketing systems, end-user relationship management, escalation procedure workflows, knowledge base integration, and messaging tools. They are a reactive service focused on solving short-term issues distinguishing them from a service desk which takes care of the bigger picture.