How important is customer service for you? The whole business depends on the customer service, and if you are at the help desk you are holding an important position to help the customer in best possible way. 2) Do you really think that company or organization really needs a helpdesk? The key to run company effectively is that the resources are available and operational all the time, especially if it is an IT company. Helpdesk is necessary as it makes sure that resources are available for customer and also operational reasons. 3) How important IT skills are in help desk service and how you keep yourself updated with those skills? To process your work quickly computer skills are very important these days. Computers not only make your work easy but also save your time and energy. I use internet, online books and other educational resource to upgrade my IT skills.