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Glossary
Helpdesk / Service Desk
The team and ticketing system staff contact for day-to-day IT problems and requests.
The helpdesk (or service desk) is the front line for IT issues — password resets, software problems, new starter setups, general troubleshooting. Tickets are logged, tracked and prioritised, ideally against a clear SLA, rather than problems being reported informally and forgotten.
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