Help desk

A help desk is a department or person that provides assistance and information, usually for electronic or computer problems.

[1] In the mid-1990s, research by Iain Middleton of Robert Gordon University[2] studied the value of an organization's help desks.

It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees.

Some issues will be the result of actual product defect which should be forwarded to a development team for resolution.

Some help desks may have telephone systems with ACD splits ensuring that calls about specific topics are put through to analysts with the requisite experience or knowledge.