Not every company needs both help desk and service desk services, but both systems give fundamental strength.
Help desk and service desk are two different issues. Let’s have a shot at what differentiates them.
The difference between a help desk and service desk support is that a help desk assists the progress of quick solutions, while a service desk center of activity delivers a service to end users that focus on all-encompassing customer service.
The help desk is designed for solving ‘incidents’ from everyday IT team needs, where the service desk is focused on service requests and communication channels between IT teams and the end-users.
Help Desk
The helpdesk software will assist you in creating organization out of disorder by keeping your ticketing system pure and providing your agents with relevant customer data that empowers them to succeed at their job.
A help desk provides:
1. Technical support to end users
2. Troubleshoots customer and user issues
3. Guides the customers through specific tasks and actions
4. Provides resolutions for the user
5. Organizes customer requests as support tickets on a single interface
6. Allocates the flow of tickets to the support center
7. Assigns the tickets to customer support agents
8. Hunts down the status of a request, terms of ownership, and ticket duration
Service Desk
The service desk was created to give IT service to users. Service Desk activities include:
- The contact between the service provider and the end users
- It is designed to take care of the overall business needs
- Forwards user communication
- Enhances the productivity and interpretation of IT technicians
- Structures the way IT professionals deliver their services to internal employees and customers
