A help desk may be a place that an individual can contact to urge help with a drag. Typically, the term is employed for centralized help to users within an enterprise and is usually mentioned as a “call center”. The helpdesk could also be an area that customers call to put orders, track shipments, get help with products, then forth or an indoor place that employees attend seek help with IT systems, HR questions or other business issues. It offers one point of contact for users to urge assistance. Larger help desks may include multiple levels of support. The first-level usually answers the foremost common and straightforward questions, often leveraging scripts and a few kinds of knowledge. If the primary level agent can’t solve the difficulty, it’s transferred to a second level resource ready to handle more complex issues. Help desks can also have a 3rd or higher level of support, a gaggle that’s staffed with material experts (SMEs) that handle difficult issues and/or provide enhanced support for important users.

Help desks may pass alternate names such as call center, response center, support center, information desk, solutions center, or resource center.