The role of the help desk in IT support is to provide technical assistance and troubleshooting for end users experiencing issues with hardware, software, or network functions. Help desks serve as the first point of contact for users seeking resolution for IT problems, which can include anything from password resets to software malfunctions. By efficiently managing user inquiries and tracking issues through ticketing systems, help desks ensure timely responses and effective problem-solving. Moreover, they can collect feedback, identify recurring problems, and suggest improvements in IT infrastructure and processes.