By introducing Help Desk system, together with the communication portal, we hope to increase the level of communication and our response time, as well as to improve the quality of our IT services and end user support. This will be achieved by central evidence of all IT requests, which in turn enables appropriate prioritization and timely resolution. By central evidence chances that some requests will be forgotten are going to be minimized. Moreover, end users will be able to follow up the resolution of their request by checking its status at any time.