Help Desk Vs Service Desk Vs Desktop Support

While both terms are often used interchangeably there are some notable differences.

Help desk vs service desk vs desktop support. The help desk is more customer oriented. Help desk vs service desk a visual representation. 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. Some key traits of the help desk include.

The help desk is reactive in nature but is expected to be efficient and speedy. The it help desk can be separate from or part of a larger service desk operation to improve the overall organization s customer services. This will of course differ across organizations. Those versed in itil will state that a help desk is tactical whereas a service desk is strategic.

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. 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. 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. 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.

A 24 7 noc service desk typically monitors the network and system security performance and backup processes.