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IT Support & Hardware · Foundational

Help Desk

The front-line IT support function that receives, logs, and resolves user technical issues.

Definition

Help desks handle incidents and requests by phone, chat, email, portal, or walk-up, logging each in a ticketing system. Tier 1 resolves common issues and escalates complex ones. In ITIL terms, the service desk is a broader single point of contact.

Example

A Tier 1 help desk technician resets a password and closes the ticket.

Exam tip

Document every contact in a ticket, even quick fixes.

Related terms