Help Desk Vs Service Desk: What’s the Difference?

Help Desks vs Service Desks

An IT Service Desk acts as a single point of contact (SPOC) between a service provider, its customers, employees, and business partners with the aim to manage the delivery of end-to-end IT services across all the users. Some of the common functions of an IT Service Desk includes controlling communications related to IT, handling IT requests, creating ticketing workflows, and resolving software problems and/or hardware issues.

Service Desk and Help Desk may sound similar, but there are differences in terms of functionalities and responsibilities.

While Help Desk only provides break-fix support and focuses more on resolving immediate technical issues and incidents to end-users, a Service Desk ensures the reliability and availability of all IT services that a service provider delivers.

Looking closely, Help Desk can be regarded as a subcategory of the broader function set of a Service Desk. The role and responsibilities of a Help Desk are the following:

  • Handling of incoming support requests
  • Straightforward end user support
  • Incident tracking and escalation
  • Coordination with third-party vendors and specialists

An IT Service Desk covers more comprehensive processes and activities to design, create, deliver, and support IT services. Its core functions include:

  • Overseeing asset management processes
  • Ensuring compliance with IT regulations
  • Monitoring internal and external cybersecurity threats
  • Acting as the primary point of contact for all IT needs
  • Enhancing operational efficiencies
  • Leveraging data to make smarter business decisions
  • Aligning IT investments with business objectives

What are the benefits to outsourcing your IT Service Desk to a Managed Service Provider?

A well-implemented Service Desk can bring efficiency to an organisation. No matter the size and complexity of processes, contracting out the IT Service Desk functions to a third-party provider can provide a variety of benefits – from cost savings and flexibility to business agility.

Key benefits of an outsourced IT Service Desk include:

Seamless Issue Resolution with 24/7 Support

A dedicated IT Service Desk provides on-demand options including 24/7 technical and remote support that can collect tickets from various sources including phone, web portal, email, or endpoint monitors whether on-premises, in the cloud, or both.

Improved Response Time

In-house IT teams are not always going to be available for help. With backlogs of work, tickets that could have been easily resolved can stay pending over a long time. However, when you outsource those IT requirements to a Managed Service Provider (MSP), your employees can get immediate responses and solutions when they need them.

Large Cost Benefits

Outsourcing to a Managed Service Provider (MSP) that specialises in IT Service Desk function will result in reduced overhead, recruitment and staffing costs. At CrossPoint our solutions are delivered through an OPEX model resulting in a regular monthly fee for services. No surprises.

Work with Industry Experts

Hiring a third-party provider that specialises in IT Service Desk to manage your IT support requirements provides your company with the expert knowledge and technical experience specific to your industry, giving you the ability to be flexible and adaptive in ever-changing markets.

Have More Questions About Outsourcing Your IT?

Keep in mind that not all IT Service Desk providers are the same, every third-party vendor offers different levels of service and quality. So, when choosing a Service Desk provider for your business, it is best to choose a provider with a proven track record in delivering successful IT solutions that are aligned with your IT needs and business requirements.

Still wondering if you should outsource your IT? Contact us today to discuss your needs. P: +61 2 8338 5400 | E:

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