Who does Help Desk Support report to? Help Desk Support professionals usually report to a Help Desk Support manager or a Service Desk Manager or a Director of Infrastructure Support.

What does Help Desk Support do? Help Desk Support professionals provide technical support, including excellent customer service, to end users in a company largely via phone.  They act as the first level of service, escalating more complicated issues to Desktop Support (or other departments as needed).  Help Desk Support professionals often track, document, and close customer problems to ensure they’re resolved in a timely manner.    A Help Desk Support role will sometimes require a Bachelor’s in Computer Science or a similar field. Help Desk Support roles always require knowledge of troubleshooting, desktop softwares, databases, remote control methods, and excellent communication and customer service skills.

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