An IT help desk is a team and platform that assists users in resolving issues via single or multiple points of contact. These third-party teams assist internal IT groups in tracking issues in their work and receiving help with help desk services, products, or procedures, as well as any bugs or problems.
When the IT department is faced with any issue with a device or software, the IT Help Desk is there to deal with it. The modern help desk has a diverse set of capabilities that include:
● Incorporation of self-service portals to enable staff to find answers to common IT questions independently.
● Giving IT leaders insight into the types of problems that reoccur allows them to find solutions and create standardized processes to resolve issues more quickly.