What Are the Key Differences Between IT-Help Desk and Service Desk?
If your company aims to provide solutions to technical issues, you’ll need a help desk. The help desk can be a part of a service desk or an independent function. For instance, the ITIL states that the IT-Help Desk focuses on IT-related tactical approaches to the problems. Yet, a service desk focuses on the provision of the IT service itself.
A service desk is the point of contact between the service provider and the end-user. However, the IT-help desk is for fixing IT-related issues. The purpose of the service desk is to handle customers, which makes work easier for the IT team by communicating with end-users.
Service desks also help users with certain requests, like ‘how do I connect my laptop to Wi-Fi?’ They provide a communication medium between the IT department and the end-user. Help desks work on problems as they arise, while service desks focus on the overall process and long-term business goals.
What Does Your Business Need?
A service desk is ideal for:
- Service requests
- Automated emails
- Tracking and reporting
- Automated responses
- Customer portal and user feedback
A help desk is best-suited for:
- Incident management
- Immediate and occasional fixes
- Focusing attention on the end-users
Speak with an IT Service Provider
At Braintek, our experienced Support Technicians can assist with sudden issues that users may experience. Also, we can help with more complicated problems that may arise. We pride ourselves on providing world-class IT support services to small and mid-sized Houston businesses. So, to find out if we’re a good fit for your business, let's talk. We recommend starting with a 100% free, no-obligation IT consultation. Simply give us a call at 281-612-7974 to get started.