What is the difference between Service Desk vs Help Desk: ?

Why should I worry about the difference?

Service Desk vs Help Desk: enough, the answer depends on the type of products you sell, the scope of the support you provide and what your customers are. But, above all, how do you want your services to perceive your problem solving services? As a 21st century IT service provider, customer support has become more inclusive and extensive. Today, many tend to view the Help Desk as an old school term, while the Service Desk is treated as a modern version of a support portal. However, it is important to know the details of what distinguishes them and use the appropriate term for technical support.

Help desk: instantly solve technical problems for the user

Basically, the job of a help desk analyst or front-line support agent is to communicate efficiently with customers who come to them for immediate help, solve their problems or take them further, if necessary .

A quick glance at IT support where they need to take the customer to operations without wasting much time.

They usually use several live chat programs or CRM software to simplify support operations. Comprehensive help desk software has become popular among IT support providers as an incident monitoring solution that offers the complete set of features needed to provide a consistent level of quality 1 (sometimes even level 2) IT support.

At the help desks, a single support agent coordinates with the integration manager, network engineer, server support, quality tester and everything else until the problem is resolved.

To be quick, it helps services store informed problems and their solutions to maintain a centralized knowledge base, along with answers to many frequently asked user questions.

All in all, a help desk can be viewed as a subset of a complete IT service desk.

Service desk: larger than a help desk, manages IT as a service

ITIL (Information Technology Infrastructure Library) establishes de facto detailed practices for managing IT services that focus on aligning IT services with business needs. According to ITIL terminology, a Service Desk is the only point of contact between the service provider and users. A typical service desk handles incidents and service requests and also manages communications with users. In a nutshell, service tables are not only there to help users, but they also provide well-ordered customer service.

Also read : managed helpdesk