1. How Can an IT Help Desk and IT Service Desk Contribute to Your Organization

How Can an IT Help Desk and IT Service Desk Contribute to Your Organization


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Written by: Guest | Best Company Editorial Team

Last Updated: February 24th, 2020

Person Holding Their GlassesGuest Post by Managed Solution

While an IT Help Desk and IT Service Desk have some overlap regarding what they do, there are also some differences. Below, we'll present some of these differences as well as how each of them will help a business thrive.

IT Help Desk

When comparing the two, an IT Help Desk deals with more of the technical side. Those working in Help Desk positions are tasked to quickly help end users with any technical needs, issues, or various incidents.

These certified technical support specialists are on guard 24/7, assisting end users at a moment's notice. Such a support system will provide an organization with a smooth and seamless mechanism that eliminates internal tech service requests, thus decreasing the downtime of day-to-day operations.

By making use of a diverse set of credentials, a team of help desk professionals can fix a wide array of system errors but also employ incident management as a means of spotting problems before they even occur. Also, tech support specialists will be able to recommend various tools, making it easier for your organization to communicate more efficiently.

But in the end, the goal of Help Desk specialists is to quickly and efficiently resolve any issues end-users will encounter with their IT systems.

IT Service Desk

The IT Service Desk, on the other hand, focuses more on strategy and streamlining cross-organizational operations. Instead of being focused solely on the users' immediate needs, service desk professionals take the whole business into context.

A typical IT Service Desk will manage incidents and service requests as well as handle any communications with users. A Service Desk will usually have a help desk component and generally tends to improve business and IT processes across an organization looking to optimize its IT operations.

Some of the features of a Service Desk include things such as the full integration with other IT Service Management processes, integration with Change, Configuration, Problem, and Release Management. It acts as a single point of contact for all the IT applications and business processes.

Help Desk or Service Desk

Every business has its individual needs, and as a consequence, it has to determine what kind of IT services it requires. If the company is only interested in having a point of contact for various IT issues which need to be resolved quickly, then a simple Help Desk service would suffice.

The IT Service Desk offers a more comprehensive type of assistance, covering the entire spectrum of IT processes of an organization as well as their incorporation into the organization's corporate strategy. A Service Desk will also have help desk functionality for end users

Managed Solution offers organizations both IT Help Desk and IT Service Desk capabilities. With over 20 years of industry experience, our team of seasoned professionals will work closely with your team to determine where you stand as well as what will be the best course of action going forward.

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