What is the purpose of the Help Desk?

The Help Desk's main function is similar to that of a triage center.  We gather all pertinent information, and from that information, make a determination of who is best able to help the caller.  We then route the ticket to the appropriate destination.  There are, however,  some things we are able to help with immediately.  These include, but are not limited to:  Password Resets for Windows and most APD applications, some software installation/updates (for APD issued equipment only),