A Help Desk (HD) is crucial in a computerized hospital.
Objective: to describe the performance of a HD.
Design: retrospective cohort study.
Results: the sociodemographic characteristics of users, as well as their relationship with the institution influence behaviour when requesting support to a HD. Also we observed a relationship between the flow of users request and the functioning of hospital services.
Conclusions: complexity of HD process realizes the need to identify and define standards to ensure quality of service.