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The Help Desk

The Help Desk plays an important part in the provision of IT Services. It is very often the first contact the business users have in their use of IT Services when something does not work as expected.

The two main focuses of the Help Desk are Incident Control and Communication.

There are different types of Help Desk, the selection of which is dependant upon what the business requires. Some Help Desks provide a simple call logging function, and escalate calls to more experienced and trained staff. Others provide a high degree of business and technical knowledge with the ability to solve most incidents at the time that the business user reports them.



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