The hyper-connected millennial workforce has a strong knowledge base thanks to mobile tech. Now, with cloud technologies, they are working seamlessly from anywhere without compromising on productivity. Working from home is a growing trend, while working during travel is expected just the same. The common point of contact is the IT help desk which supports them with a diverse range of technologies and platforms. But before we look into what is a help desk, let’s first try and understand what role a help desk plays.

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 set up to answer questions that are part of the 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.

Millennials have a different approach to work. Being born in the internet age, they are used to flexibility and openness and are always connected with people through various platforms. With the growth of the IT sector and the rising employment of the young in this industry, the help desk has moved beyond regular day-to-day customer service. It is playing a critical role in many companies’ technology operations.

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