Re: It's not "Help Desk"
I've done ITIL. Whatever we call it, users call it "Help Desk" and are irritated by other names.
Who thinks "HR" is better than Personnel used to be?
Nobody rings 666, or whatever, to be serviced. They want help. As for what help the caller wanted, I suspect it was somewhere between the entire Brigade of Ghurkas and perhaps 100 Tornados.