Helpdesk handle incoming support request from end-users. End users turn to help desks in order to resolve issues they may experience with the organisation product, service or system. As such, help desk support staff are tasked with answering question and providing on-site help to users experiencing a problem. When necessary, they also escalate issues to a specialist or find alternative ways to resolve the incident.

SMB helpdesk is a department or person that provides assistance and information Large help desks with a team responsible for managing the incoming requests, called “issues”; they are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queue, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialised teams based on the type of issue raised.  help desks have telephone systems with ACD splits ensuring that calls about specific topics are put through to analysts with the requisite experience or knowledge.