A helpdesk is a resource intended to provide the customer or the end user with information and support related to the products and services of a company or institution. The purpose of a help desk is usually to solve problems or provide guidance on products such as computers, electronic equipment, food, clothing or software. Corporations often provide technical support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email. There are also help desks designed to assist employees.
A typical help desk can perform several functions effectively. Provides a single (or multiple) point of contact for users to get troubleshooting help, get answers to questions, and solve known issues. Generally, a support service manages your requests by using software as problem tracking systems. These systems often involve the use of a "local error locator" (LBT). This system allows the help service to track and order user requests with the help of a unique number, and can often classify problems by user, computer program or similar categories. Many software applications are available to support the help desk function. Some point to the business-level help desk and some destination departmental needs. Help Desk able to handle and prioritize all entrances and escalation requests.
In the mid-1990s, Iain Middleton's research at Robert Gordon University studied the value of an organization's help desks. It was found that the value is derived not only from a reactive response to the problems of users, but also from the unique position of the help desk of daily communication with numerous customers or employees. Information obtained in areas such as technical problems, user preferences and satisfaction can be valuable for the planning and development work of other information technology units.