Due to similarities between the two services, an ongoing debation concerning Helpdesk vs service desk services has been underlined.
Typically, managed IT service companies provide two types of IT support, service desks and help desks. Although the two concepts appear synonymous, there are many differences to distinguish between them.
This article will help you realize the essential differences between helpdesk and service desk services while selecting your provider.
Helpdesk vs Service Desk: terminology brainstorm
Consider where the two services originated and how they were defined in the early 1980s to understand their distinction.
HelpDesk: Since its inception, this service has been designed to assist IT teams. As a result, it entailed methods centered on diagnosing and debugging IT issues rather than assisting end-users. As a result, the Helpdesk’s first procedures did not establish a list of urgency but instead created a method to put priority.
Helpdesk teams will have limited integration with targeted customers from a provider standpoint. Their main objective is to handle the issue as fast and effectively as possible. As a result, helpdesk services are limited to simple break-fix assistance, including problem management and incident tracking.
Service Desk: As defined by the 2011 ITIL glossary, the service desk team is the first contact when end-users face an outage issue. Therefore, they carry out a broader responsibility that combines technical support, communication, and soft skills.
When compared to helpdesks, service desks provide a higher total level of service. This is because a service desk tackles events that transcend simple IT solutions and encompass far wider maintenance choices. It serves as the central point of engagement and the link between the provider and the user.
The service desk team would handle tasks such as account management, incident management, (SLA) organization, and many more.
There is no doubt that the responsibilities of the two types of support are growing as technology is indeed a demanding field. However, and simply put, a helpdesk is a subdivision of a service desk.
Does your business need service/help desk solutions?
Offering clients excellent support when needed has been at the center of every business strategy. It is a way to empower the trust and enhance the client experience. Therefore, integrating helpdesk technology and service desk teams is a crucial practice nowadays.
After getting acquainted with the two terms and understanding the major differences between them, it is time to know the actual benefit of purchasing such a service.
Businesses have been expressing their interests in this support type through the integration of technology and through outsourcing teams to guarantee the best results.
Gain the trust of your consumers
Businesses usually operate in a highly competitive environment. As a result, clients are enticed to switch from one service provider to another if their needs are not fulfilled. Therefore, earning customers’ trust requires a set of practices, including offering them excellent service desk support.
Increase Corporate Visibility
Providing excellent customer service would enhance your customer experience and trust. Therefore, Your regular consumers will advertise your services indirectly to others. The importance of word-of-mouth cannot be overstated. Provide outstanding service and watch how effortlessly your consumers remember you and refer you to others.
Service desk software solutions: latest trends
Using technology to facilitate your service desk practices and allow your team to function better and faster is a critical element of modern businesses. Software companies are trying to build programs and applications that can organize, facilitate and even automate helpdesk practices for better results. Therefore, doubting the right software solutions and managing your ticketing system is an excellent help for your teams.
Like any other business endeavor, helpdesk deployment begins at the top, with leaders taking the first step. Registering a new helpdesk solution, on the other hand, is time-consuming and necessitates the collaboration of all involved parties, including the suppliers, users, and managers. Such teamwork is required to create, record, and operate a functioning support desk.
Therefore, discovering the latest service desk trends could reflect your commitment to support the end-user of your service.
Self-service and Artificial Intelligent solutions
With the power of AI, you can enable self-service features to facilitate operations. End-user self-service features using machine intelligence helpdesk software are among the most used features. Thanks to technology, including artificial assistants and chatbots, many users’ requests will be managed faster and easier.
Machine learning and Software configuration
As ML innovative solutions are more integrated into helpdesks software, your support team will have better accessibility and data oriented-practices. Therefore, decision-making will be data-oriented, leading to better management and problem-solving strategies.
User-centric strategy and decision making
The essence of helpdesk and service desk solutions is to give users a better experience and find solutions for the occurring issues. Therefore, helpdesk software solutions offer you a strategic shift towards a user-centric approach.
Industry-oriented service desk solutions
With the proper software integration, your team will benefit from optimized performance. The service desk goes beyond technical IT concerns. Therefore, businesses nowadays and organizations of all kinds adopt customized service desk software with business-oriented features.
Helpdesk vs service desk: Final thoughts
Helpdesk and services desk solutions are becoming a cornerstone in every business. As a result, IT support providers and big tech companies are designing software with innovative features to meet the increased needs of users.
This article gives you a basic insight into a helpdesk and service desk. Then, as discussed, You can harness the potential of service desk platforms to improve user service and accomplish growth.
The following recommendations highlight the best strategy to pick the best helpdesk software solution for your company:
- It should include the essential features that your support team needs.
- Your help desk or service desk software should be simple, easily deployed, yet powerful enough to handle ticketing and other responsibilities.
- Assess your business’s needs and learn what type of tech environment you wish to deploy in your company.
- Choose scalable solutions. Your needs today won’t remain the same as you grow. Therefore, it is more efficient to acquire scalable resources to avoid lengthy and expensive procedures of integrating new software.