Help Desk vs Service Desk
Help Desks are a subset of Service Desks – however, there are subtle differences of focus with the two. Service Desks aim to manage higher level, strategic IT processes and is also referred to as Managed IT services or similar, whereas IT Help Desks are usually found in a separate service on its own dedicated to serve specific common issues for end users.
Help Desks refer to providing solutions to issues usually experienced by end users which can differ according to your business. This is usually done through a ticketing system involving the end-user being guided through problem shooting methods and solutions via the Help Desk on their various issues. Some examples of Help Desk services would be responding to calls and customer requests as quickly as possible and recorded through an online ticketing system.
On the other hand, Service Desks are referred to strategic level processes and are the main point of contact for companies aligning the technology used in the business with the company’s goals and processes.
IT Service Desks (included in our Managed IT Services) aims to ensure the overall IT processes and infrastructure are working at its best to serve the company or business goals it’s been created to achieve. IT Service Desks encompass processes such as improving asset management, enhancing operations, allowing better communication between business departments and more.