Service Desk Vs. Help Desk: Know the Difference

Most IT support providers offer two options like service desks and help desks when you need IT support. Although they may seem synonymous, there is some difference between these two. When you decide which is best for you, per your need, our experts guide you.

Select the IT support specialist who provides the best service which is suitable for your company. Here we discussed the differences between the help desk and service desk. Also, know how it is unique and beneficial for the business.

Service desk vs. help desk

Both solutions handle the healthy communications level with the users. Also, manage the incidents or service requests. The main difference between the help desk and the service desk is the scope of the service provider. 

The help desk provides quick fixes to IT problems while the desk service focuses on comprehensive customer service. And overreach to the business requirements.

What is a help desk?

A help desk service operation assists us with quick fixes to end-user IT issues. For instance, if you forgot a password and need to reset it, contact the helpdesk assistance.

The intelligent source of help desk representatives doesn't get much opportunity to familiarize themselves with your business. Consequently, the limited integration in your company and inability to offer overall business process support. 

As per your primary goal, IT services help to resolve some specific problems quickly and efficiently.

The help desk support for simple break-fix services, like:

• Single point of contact for each product service lifecycle
• The problem management
• Incident tracking
• Self-service options for the end-users

Typically the help desks are a small part of more extensive service options.

Help desk vs. technical support

In your IT support hierarchy, the help desk is as superficial as the support level. On the other hand, technical support is a bit deeper and used for more complicated problems that need comprehensive technical knowledge.

For instance, the printer is not working; you would call the help desk. All printers were not working because of network communication, contact technical support. Both focus on problem resolution without delving into business process support. 

What are help desk and desktop support?

The desktop support is a particular service, while the help desk fixes many IT problems. Desktop support is dedicated to improving desktop or laptop problems. Furthermore, it helps with printers or networks; however, it helps install the programs or run broken computers. Therefore, desktop support is also included in the help desk function.

What is a service desk?

Service desks offer all levels of services as compared to the help desks. A service desk also manages some incidents beyond the basic IT fixes and includes much broader support options. The initial point of contact between the service provider and clients for IT need has:

• To manage account
• Service level agreement
• Asset management
• Information assistance
• Incident management
• Configuration management

A service desk helps resolve some printer problems; it will also look at your current setup and improve business efficiency. Although the help desktop also focuses on the immediate issue, the goal of the service desk. It resolves the big picture problem and helps system integration companies for improvements.

Furthermore, the service desk assists outside of the technical support. For instance, the organization adopts the service of desks that offer business process support.

For example, universities are implementing the desktop service to accommodate the students as per the class enrollment. However, other things like financial aid services direct or escalate the general inquiries.

The service desk types

The most managed IT service providers offer service desk support; it is handled in the same way. There are three types of services might find:

Local service desk

It is located near the area of clients, local service desks are great. The main reason is the agents understand the local environment and offer more support.

Centralized service desk

On a service desk serving the entire region, centralized service desks are generally more efficient and cost-effective. Because it needs some staff to handle the volume.

Virtual service desk

Using advanced service desk software, agents can remotely work from anywhere. The retained centralized service desk provides efficiency and cost-effectiveness. The managed IT services professionals also support the personnel level. Which is scattered throughout the area to resolve the remote problems.

The final thought

Help desks and service desks both help to resolve IT issues. The difference is the scope of the service delivery.

Suppose you need IT support for your firm, LayerOne, the IT consultant service supports you. Whether you are looking for service desk support, our experts are ready to resolve IT-related issues. Contact us by today!