Help Desk
IT support and end-user assistance
Help Desk encompasses the front-line IT support services that assist users with technical issues, service requests, and security-related concerns.
Core Functions
- Incident Management - Responding to and resolving user issues
- Service Requests - Handling access requests and provisioning
- Problem Management - Identifying root causes of recurring issues
- Knowledge Management - Documenting solutions and procedures
- User Communication - Keeping users informed of status and resolutions
Security Responsibilities
- Password resets and account unlocks
- Phishing report triage
- Security awareness support
- Access request verification
- Incident escalation to security teams
Tools and Technologies
- Ticketing systems (ServiceNow, Jira, Zendesk)
- Remote support tools
- Knowledge bases and documentation
- Asset management systems
- Communication platforms
Best Practices
- First-call resolution focus
- Clear escalation procedures
- User satisfaction measurement
- Continuous training and development
- Security-aware service delivery
