Help DeskA Glossary
A helpdesk is a resource provided by an organization to help users with their technical problems. Helpdesks are often used to provide technical support for hardware and software products, as well as to resolve issues related to connectivity, security, and other IT-related issues.
In the context of managed IT services, a helpdesk is a critical component of the service delivery process. Managed IT service providers often offer helpdesk services as part of their overall IT support services. The helpdesk provides a single point of contact for customers to report IT-related issues and receive assistance in resolving them.
The helpdesk can be staffed by IT professionals who are trained to troubleshoot and resolve technical issues, or it may be an automated system that provides self-help resources for users.
Regardless of the staffing model, the helpdesk is an important part of managed IT services, as it provides a direct line of communication between customers and their IT support provider.
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