what is help desk?

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good day to all! can i ask about IT helpdesk? what are the duties and responsibilities of IT heldesk? i would like to share this to you, one day the manager of other department caught me browsing internet and she told about it to my boss, and my boss talked to me about what's the manager being said. i was sad because i know it was part of my job to test if the internet is been working. As an IT Helpdesk the user call me to raise concern i am the first level support and before i raise user's concern to second level support which is our specialist i should isolate first what has been the problem is and i don't know if they understand my job. my boss get angry with me and told me not to use internet anymore it is very sad on my part because i don't know how to test some of the apps that needs internet connection. can you share your opinion guys regarding this matter? thank you!!