The broader understanding of a help desk is that it is a one-stop solution for all user issues. Users can get any kind of customer support and assistance as per company norms. But, in the IT sector, the role it plays varies. In many companies IT help desk is an in-built service desk that caters to the technical needs of its users. The main purpose of setting up a help desk is to respond to the employee’s hardware issues. Usually, help desks work at different levels. The first-level is usually setup to answer questions that are part of knowledge base or FAQ. The second level has trained staff to provide a single solution for their complex queries. The third level deals with specific software requirements such as bug fixes and other updates that impact companies.