A Technical support Center or IT Helpdesk is a system designed to help and support an end-user of a particular product, system or application. The Technical Support Center/ IT Helpdesk provides technical support services to customers of products and services through multiple channels like email, chat, voice and the web.

The Technical Support Center is alternatively referred to as the Helpdesk or customer support center. Terms such as IT response center, customer interaction center, contact center, resource center, service desk and IT solutions center are also widely prevalent in the field to refer to dedicated teams that systematically handle the entire spectrum of technical support services.

Most IT helpdesks structure technical support services at Level 1 and Level 2 support which includes

• Telephone support
• Troubleshooting
• Maintaining a self-support Web site
• Dispatch of service technicians
• Escalating calls back to the ISV or OEM
• Single Point Of Contact (SPOC)