IT Helpdesk

Your staff. It is an internal-facing service. Customer-facing support sits under Customer Experience.

That boundary is written down before the desk opens — what Tier 1 resolves, what Tier 2 owns, and the exact condition that sends a ticket into your engineering team. Most helpdesk friction comes from that line being implied rather than agreed.

To the controls you set — which accounts the desk may touch, what verification is required before it acts, and what must be escalated instead of resolved. The desk works inside your identity system rather than alongside it, so access requests leave the same trail your own team would.

Coverage follows your workforce rather than a default pattern, and is set during design. A desk staffed outside the hours your people actually work is cost without benefit, so the shape depends on where your staff are and when being blocked stops work.

Canaan does, as part of the service. A knowledge base kept by anyone other than the people answering the tickets goes stale within a quarter — so repeat issues are written up as they recur, and the trend reporting shows which ones are worth engineering out entirely.