If the help desk is dealing with the general public I'd consider them a customer service department. But if they're dealing with other employees I'd rather they spend more time fixing things and keeping things working than trying to provide a good customer experience.
They may be there to fix your printer. But even tough that may be a priority for you, it may not be for the company. They be working on something more important.
A perfect help desk is one I never need to talk too.
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