For any organization with an IT person, having a help desk is a must to centralize the location where people can, you know,
ask for help. Without it, your entire organization is left to dig for information which might live in any number of systems (your shared drive, an outdated wiki, etc). Even at companies with a help desk that someone has taken the time to put in place, and tried to drive employees towards using, it’s often painfully underutilized because there’s a lot of friction to use it. People don’t like to open a new system, and they don’t like waiting on responses. So, they don’t. Instead they message IT, leave a voicemail, or do a “drive-by” of that person's desk.