Help desk vs Service desk

Help desk vs. Service desk

The page does not load, the application continues to close and access does not seem to work: in our fast-paced multimedia world, technical difficulties are inevitable. Although it is almost impossible to avoid possible problems with our tools and technology systems, you can design the appropriate IT support solution according to the needs of your organization. Help tables and service tables that work well play a role in solving these technical challenges. While there are many discussions about what makes each one different or separate, and when or how to distribute the correct one, it is increasingly clear that as technology continues to evolve and our challenges are even more complex, the most useful discussion could be how two intersect for a more optimal solution.

Functional differences

The help desk generally uses a ticket escalation process to resolve problems. In other words, if a request arrives and the initial support staff is unable to adequately deal with a problematic ticket, they usually scale that problematic ticket to the next level of support, which then works directly with the use. Customer service works slightly differently. For the end users, they are the intermediary, the defender, the guard dogs. It serves as a unified voice for all users, with an understanding of the organization's overall IT infrastructure. Think of them as a team of super users.

This happens not only through a simple organization, but also through an intelligent business process. The service desk methodically tracks problems and work done by other teams. They perform adequate supervision to ensure that the end user is served.

An integrated solution

Our IT support solution does everything a traditional support service does. We train users. We reset passwords. We offer assistance and assistance on the use of the applications. We assist with the import and export of data. We are the triage unit of the IT organization.

Very often we go beyond the functions previously considered "typical help desk" described above. When users report problems; we tested them We found solutions to improve applications in response to the needs of end users. We interact with developers as experts on behalf of users. We take photos of hard drives, configure switches and similar equipment. We are at the crossroads of technology and users, helping everyone navigate as efficiently as possible.

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