Help Desk vs Service Desk – What is the difference-ngdesk.com

1. Help Desk vs Service Desk – What is the difference Not sure what is the difference between the help desk and service desk? Often, these two terms are used interchangeably when referring to customer support tools. While some may say there is only a semantic difference between the two terms, there is more to it in reality. A deep-dive into this topic reveals some interesting points. If we look at this from the business point of view, both help desks and service desks support our IT goals. The lines explaining the two concepts may even seem blurred at times. And, we might ask help desk or service desk – how does it matter? Well, it does matter. Especially, when your firm is dealing directly with customer issues on a daily basis. We all know the value of IT support services to our customers and its implications on our business. Help desk or service desk – the software tool you deploy should have the capabilities of meeting your tech support requirements. Help desk concept The origins of the IT help desks are traced back to the 1980s when firms started integrating IT tools into their existing business models. That is when the firms realized the need for dedicated help centers to resolve service-related issues. The conventional use of help desks was restricted to addressing basic software running issues, ticket resolution, incident management, and assisting users with the application of the IT tools. The focus on end-user was completely lacking. Moreover, the help desk also failed to provide dynamic features to support integrated business management solutions. The scenario has changed dramatically, though. The help desk concept today encompasses sophisticated tools designed for customer support excellence. Service desk focus The service desk is a more recent concept that has evolved with the growing complexity of the IT tools and infrastructural networks used by firms today. As per the ITIL definition, the service desk refers to a “single contact point for Customers and Users and is there to log, track and manage any issues that are brought to its attention.” Hence, service desks not only provide the primary level of support to system users but also enables efficient management of IT as a service. Instead of simply responding to support requests, service desks provide an integrated solution aligning your IT goals with business objectives. (Know More) Follow US