The primary function of a service desk in IT support is to serve as a single point of contact for users seeking assistance with IT-related issues. It facilitates the management of incidents, service requests, and provides information on IT services. The service desk aims to resolve user problems efficiently, enhancing overall productivity and user satisfaction. Additionally, it plays a crucial role in tracking and reporting service levels, managing user expectations, and ensuring effective communication between IT teams and end-users, thereby supporting the organization’s operational needs.