If we believe that the distributed support model is appropriate for Illinois State University, then one role is to be a call center.
Calls can come into the helpdesk and be immediately routed to the appropriate group on campus.
In this role, helpdesk operators do not attempt to solve problems. They just collect information about the problem, create a trouble ticket, and redirect it to the appropriate group for resolution. If this group cannot resolve it, then the helpdesk can be used to coordinate with a centralized level 2 group that can assist a group with a problem. Ownership of the problem always stays with this group. Another role that the helpdesk can serve is being a primary contact for students.