Help Desk Vs Service Desk Vs Desktop Support

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.

Help desk vs service desk vs desktop support.

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 help desk is more customer oriented. What is the difference between service desk vs help desk. Those versed in itil will state that a help desk is tactical whereas a service desk is strategic.

Some key traits of the help desk include. Building on what was said previously a help desk is centered around the existing needs of the it team whereas a service desk is built for what itil defines as the service lifecycle consisting of 28 processes. A 24 7 noc service desk typically monitors the network and system security performance and backup processes. 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.

Acting as a single point of contact spoc for it support. Help desk vs service desk a visual representation. They say a picture speaks a 1000 words. The it help desk can be separate from or part of a larger service desk operation to improve the overall organization s customer services.

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.