Helpdesk Information and Function

A helpdesk services provide to information and assistance resource that troubleshoots problems with computers and similar products,which provide dicipline for managing information technology systems.Corporations often provide helpdesk support to their customers via a toll-free number, website and/or e-mail. There are also in-house helpdesks geared toward providing the same kind of help for employees only. Some schools offer classes in which they perform similar tasks as a helpdesk. In the Information Technology Infrastructure Library, within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management best practice, a HelpDesk may offer a wider range of user centric services and be part of a larger Service Desk.
Helpdesk service provide serval function:
It provides the users a central point to receive help on various computer issues,A typical helpdesk has several functions. The helpdesk typically manages its requests via helpdesk software, such as an incident tracking system, that allows them to track user requests with a unique ticket number. This can also be called a "Local Bug Tracker" or LBT. The helpdesk software can often be an extremely beneficial tool when used to find, analyze, and eliminate common problems in an organization's computing environment. There are many software applications available to support the helpdesk function. Some are targeting enterprise level helpdesk (rather large) and some are targeting departmental needs. See Comparison of issue tracking systems.

In the mid 1990s, Middleton [1] at Robert Gordon University found through his research that many organizations had begun to recognize that the real value of their helpdesk(s) derives not solely from their reactive response to users' issues but from the helpdesk's unique position where it communicates daily with numerous customers or employees. This gives the helpdesk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the helpdesk can be valuable for use in planning and preparation for other units in IT.

Source:http://en.wikipedia.org/wiki/Help_Desk