5 Differences Between Help Desk and Service Desk

By Elizabeth Clor

When a business needs help fixing IT-related issues, who should they call — the IT help desk or a service desk? Are the two really all that different in what they do? The answer is yes. In many ways, the service desk is an evolved version of the IT help desk, but knowing the differences can make it easier to choose the one that best meets the needs of an organization. Here are a few factors to consider.

1. Help Desks Focus on Fixing the Issue

The help desk’s primary goal is to quickly fix end users’ needs as they occur. Help desks also offer self-service options to help with typical technical issues. Some issues that help desks typically fix include helping with printer issues and getting access to new software.

2. Service Desks Offer a Single Point of Contact or SPOC

Unlike a help desk, a service desk coordinates help among a company, its customers, its vendors or business partners, and its employees in one central contact point. This helps companies easily address issues across all stakeholders involved in its operations. Being able to provide assistance to multiple stakeholders makes it easier for organizations to manage issues from one resource.

3. Service Desks Provide Flexibility

The service desk has evolved from the help desk. Instead of handling troubleshooting issues, a business can leverage a service desk to help manage service requests. Moreover, service desks offer greater versatility and flexibility than help desks because they often provide staff who can work any schedule. For instance, the Contegix Service Desk offers round-the-clock assistance . Thanks to its team of certified IT professionals who work various shifts, they can accommodate businesses 24/7/365. This helps businesses that operate during off-shift hours, those that require assistance for remote workers or global teams who work in different time zones.

4. Help Desks Are Ideal for Smaller Companies

A help desk is a great option for those who are running a smaller company that doesn’t require too much technical support. Help desks are often in-house and run by a small IT team or even just one person. If a minor problem arises, the on-site help desk staff can provide immediate assistance.

5. Service Desks Can Support Larger Firms

Service desks are ideal for larger corporations that require more personnel at different times of the day or at any given moment. This is frequently due to the size of the company’s workforce as well as the number of its business partners. A service desk plays an integral part in managing multiple issues at once for business partners and employees of an enterprise who constantly need assistance to ensure operations run smoothly and IT issues are kept at bay.

Final Thoughts

While a service desk and help desk may have similar benefits, they also differ in their capabilities. Both can help fix IT issues, but if a company wants to get more services taken care of, then a service desk is ideal. Moreover, while a help desk can be useful for helping smaller companies that only have one site, a service desk often has a fleet of workers who can accommodate global teams. It’s key for business and IT professionals to understand their organization’s need in order to choose the best option. If a Service Desk is what you are looking for, Contegix can help.  The Contegix Service Desk functions as a seamless extension of your IT team, forming a powerful partnership.  Contact us today for more information.