Help desk - Definition and Overview

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A help desk is an information and assistance resource that troubleshoots problems with computers and similar products. Corporations often provide help desk support to their customers via a toll-free number and/or website. There are also in-house help desks geared toward providing the same kind of help for employees only.

A help desk with a large enough staff may have levels. Typically the first-level help desk are prepared to answer the most-commonly-asked questions. Like:

• "Why won't my printer work?" "Well, is it turned on?" "Oops, no. (blush) Thanks!"

• "The network doesn't work?" "Did you check the cable?" "OH!, Ok!"

The second or higher levels handle more difficult calls.

Help desk is a broadly-applied term referring a staffed resource--often, an actual desk, or a telephone service--that can help persons answer questions or to use resources such as audio-visual or computer resources.

See also

• library reference desk
• programming help desk
• Wikipedia help desk
• help desk humor