Help Desk Personnel answer questions asked by personnel (customers or employees).   Help Desk Personnel should have the option to save the question to the FAQ (Frequently Asked Questions) database. The FAQ should be searchable and categorized to allow easy access to previously asked questions.  The Help Desk Personnel provide assistance via the web, telephone, or in person. Help Desk Personnel can take requests for information, research the answer and report back to the appropriate person, or refer the problem to a specific consultant as needed.

Help Desk Personnel are under pressure to act quickly and efficiently to solve the problem at hand.  Help Desk Personnel gain information about the customer/employee problems over time.  Information about the problems that customers/employees have is potentially valuable for future products and services.