Help Desk is a service provided by the agents who assists, guides, trouble shoots and offers solutions to computer problems and IT related products. Help desks have quite a lot of responsibilities and functions. They supply the users with vital information on computer issues and queries. The help desk in call centers not only provide the technical answers but also evaluate the problem. Help desk is indeed a very important part of each company as it is essential to help and support the clients and customers in all possible ways. Keeping customers happy is one of the most important objectives of the company. Having an excellent help desk service can resolve any inquiries hence the first step to keep them loyal to the company. Put in place some form of service level management by establishing the services provided by your helpdesk or service desk and aligning your IT provision more closely with the broader requirements of the business. The following guidelines should hopefully prove a useful starting point. Audit your current practices, establish service level management, learn from your mistakes, don’t give up ownership, consider self service solutions and Demand more from your technology vendor etc.