Help Desk vs. Service Desk : Key Differences & Which One Your Business Needs?
Help Desk vs. Service Desk : Understand the key differences in IT support and choose the one that best suits your business!
In the fast-paced world of IT support, the terms Help desk and Service desk are often used interchangeably and are confused. However, they differ in their roles and have distinctive purposes for enhancing customer support and IT Service Management.
In this section, we will explore the key differences between a Helpdesk and a Service Desk and understand their unique features and functions.
Are you unsure which solution to choose ?
Keep reading, because choosing the perfect one is crucial. Let’s understand what they are and how they work.
Understanding Helpdesk and Service Desk
Although both the Help Desk and Service Desk are related to IT support. They perform different roles. The easiest way to understand their differences is by using real-life business experience.
The helpdesk handles simple issues like software installation, password resets, and troubleshooting.
The service desk handles long-term, complex processes like infrastructure setup and other IT support tools.
What is a Help Desk? Key Functions & Benefits
Imagine your customer has a query and needs a solution. That’s when the helpdesk comes in, often referred to as IT Helpdesk, which centralizes all customer queries and support requests.
It comes with features like ticket management, omnichannel communication, and automation for efficiency.
Ticket Management Software
Ticket management is the core function of any help desk software which is crucial for tracking tickets based on their urgency and type. It helps assign the tickets to the right team for satisfactory results.
Omni channel Communication
A major benefit of the helpdesk is that it offers multiple channels of communication for increased customer satisfaction.
- Phone calls
- Chatbot
- Knowledge base
- FAQs
Having multi-channel ensures that the customer can contact you through their preferred mode improving customer satisfaction.
Automation & AI
Automation & AI is a remarkable advancement of helpdesk software, that instantly resolves tickets by using AI. It does the repetitive tasks for efficiency.
What is a Service Desk? ITIL & ITSM Perspective
The service desk is a communication center that serves as the single point of contact between customers, employees, and business partners. It is referred to as the IT Service Desk, it is proactive and reactive and ensures large-scale support in a business.
To better understand service desk we need to know two important frameworks: ITSM & ITIL
ITSM
IT Service Management is end-to-end delivery of customers that includes software, and hardware, focused on the creation, implementation, and monitoring of IT services. The goal of ITSM is proactive solutions rather than simply responding to issues. The four perspectives of ITSM are people, partners, processes, and products.
Real-time example : If your employee requires a new laptop it comes under ITSM.
The core concept of ITSM is that IT should work as a service, not just as a technical department.
ITIL
IT Infrastructure Library is a globally recognized framework for managing ITSM, it is a set of principles and guidelines that help manage risks and improve efficiency.
Over the years, it has gone through several variations. The latest version of ITIL4 was released in 2019.
Helpdesk vs ITSM :
Many people often confuse between helpdesk and ITSM but they are not the same.
- The helpdesk is a part of ITSM, mainly involved in resolving user issues like password reset and other technical support.
- ITSM covers a broader scope and ITSM focuses on the entire lifecycle of customer support, including asset management, incident management and more.
So Helpdesk is essential for quick solutions whereas ITSM is crucial for overall business productivity and long-term efficiency.
Help Desk vs. Service Desk : Key Differences Explained
If you’ve read till now, you might have already found some key differences between a service desk and a helpdesk.
| Help Desk | Service desk | |
|---|---|---|
| Focus | User-centric | Business-centric |
| Nature | Reactive | Proactive & Reactive |
| Approach | Task-oriented | Process-oriented |
| Model | Small issues | Big issues |
Focus
You can use a helpdesk for solving problems faced by users and customers like technical glitches or login issues, whereas a service desk can be used to manage the company’s infrastructure and IT service tools.
Nature
A helpdesk is reactive, meaning it finds a solution after the issue occurs and service desk is reactive and proactive meaning it not only resolves issues but also prevents potential problems.
Approach
When you find the solution to an issue is more important, a helpdesk might be a perfect option but if you’re more concerned about the process taken to solve the issue, then a service desk is better.
Model
A Help desk handles simple day-to-day issues and a service desk solves the issues that surround the entire business encompassing incident management, change management, and IT infrastructure setup.
Which One Is Right For Your Business?
Helpdesk vs. Service desk, which one to choose for your business, here is the list of things you should consider.
Size
Helpdesk software can be useful for small businesses and service desk is used widely by larger businesses that require extensive IT service management. So determine your business size to choose the right tool.
Complexity
The helpdesk is reactive and provides support to IT issues that occur commonly, the service desk is proactive and complex including service management, incident management, and many more. Hence the complexity of your business is crucial.
Budget
Helpdesks are cheap compared to service desks, the maintenance, training, and additional features are higher cost in service desks than helpdesk.
Integrtion
Helpdesk integrations are limited and the service desk provides seamless integration with other IT tools.
So, have you chosen your perfect tool yet?
Whether it’s a help desk or service desk for day-to-day issues or complex IT service management, making the right choice is crucial for your business growth!
Frequently Asked Questions
A helpdesk makes your business efficient and solves customer queries leading to enhanced customer satisfaction and sustainable growth.
A helpdesk makes your business efficient and solves customer queries leading to enhanced customer satisfaction and sustainable growth.
Key factors to look for in implementing a helpdesk :
- Lacks ticketing system
- Lacks multichannel communication
- Slow response time
- Poor customer support
- Inefficient email support
A helpdesk makes your business efficient and solves customer queries leading to enhanced customer satisfaction and sustainable growth.
A helpdesk makes your business efficient and solves customer queries leading to enhanced customer satisfaction and sustainable growth.
A helpdesk makes your business efficient and solves customer queries leading to enhanced customer satisfaction and sustainable growth.