What does a help desk support do?

Help desk or first-level support is the department in a company responsible for providing help and advice on topics relating to the company's products and services. They are most often found in IT and computer science-related industries. They provide support by phone, email, or via an internal ticket system.

What is the help desk process?

A help desk works by receiving support requests from customers or users, assigning them unique ticket numbers, and tracking and managing the tickets until the issues are resolved.

What is the difference between IT support and helpdesk?

The simplest way of distinguishing the terms is by thinking of a helpdesk as the function that reactively resolves everyday customer issues with a product or service as the first point of contact with a company. IT support (or tech support) tends to get deeper into issues that require more expertise.

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