One of the most critical problems faced by the information technology department in virtually every organization is how to provide effective help to end-users facing problems with the technology. The help desk is the point at which every frustration, every concern, and every mistake known to humanity is brought for resolution. Typically staffed by lower-level and often new personnel, help desks often have a reputation for minimal service and buck-passing. It shouldn't be this way, and doesn't have to be; there's a lot of information out there about how to effectively manage and coordinate help services, and a great deal of information about how important is to do so. But like many aspects of IT, this knowledge doesn't always make it into the field in many organizations.
A while ago, TechRepublic ran a series on how to set up and manage help desks.