The growing number of information technology (IT) users seems to bother companies nowadays. Problems of companies with IT users vary from one person to another. In order to deal with IT user problems, companies set up their own help desks. Help desks is a service in which IT users are able to ask about some of their problems regarding products and services a company offers. However, some problems arise from the quality of service that is given by held desks. In this paper, help desks issues and problems will be clarified. In relation to that, discussion on how to improve and handle help desks services will be presented in order to ensure the quality of assistance an IT user gets….