Help Desk Vs Service Desk Vs Desktop Support

The it help desk can be separate from or part of a larger service desk operation to improve the overall organization s customer services.

Help desk vs service desk vs desktop support.

While both terms are often used interchangeably there are some notable differences. A 24 7 noc service desk typically monitors the network and system security performance and backup processes. Some key traits of the help desk include. The help desk is more customer oriented.

Desktop support deals with end users and office equipment this service would include break fix and limited technical guidance and support usually offered remotely to support and fix any software related issues on a users computer and the company s networks phones and printers. The service desk s origins were based on the underlying concept of managing it as a service a service desk typically manages incidents and service requests directly with the users. Those versed in itil will state that a help desk is tactical whereas a service desk is strategic. The help desk has interaction with the end user or someone representing the end user to directly respond and resolve technical problems as they arise.

They say a picture speaks a 1000 words. Help desk vs service desk a visual representation. Acting as a single point of contact spoc for it support. A help desk might be considered as offering a subset of service desk capabilities by some or be qualified as limited in scope by statements such as the evolution of help desk to the service.

The help desk is reactive in nature but is expected to be efficient and speedy.