What is the difference between IT support and a help desk?
For any non-technical person, it is quite easy to use helpdesk and IT support interchangeably; however, in actual terms, they are two different types of IT support services. It is critical to understand the differences between them as both act as tools to serve you during expensive downtime. A single downtime or disruption can cause a company to lose millions of dollars; picking the right technical support not just protects from financial damages but also helps achieve business goals through better performance.
The best way to grasp both terms is by considering the IT help desk as a service that reactively resolve day to day customer queries related to a product or service, making it a direct point of contact of company. On the contrary, IT tech Support is a more comprehensive way of handling issues and demands expert supervision. Therefore, IT supports a more intricate process which asks for better training and technical understanding, but at the same time, the role of the IT help desk cannot be undervalued. Both IT help desk and IT support are non-negotiable for any modern-day business. If the internal teams are not sufficiently skilled, it can be outsourced to a competent service provider like SS&CO to keep the internal teams away from the technicalities of the IT support system and to lower the chances of disruptions.
Understanding IT Help Desk
The IT Help Desk operates as the primary representative for business technical queries. This team of professionals is the direct responder to any requests for services; they generate the tickets and direct them to the right support team. With their prompt time of response, this can resolve the employees’ and customers’ issues right away. Through this support, your business credibility elevates as the team and clients get the right support at the right time, which doesn’t let the glitch become a stumbling block to productivity. This support can be provided through help desk portals, which are convenient to use even for non-technical teams. The core functions offered by basic operational support through help desks include:
- Resetting the passcode and lockout of accounts
- Giving email access and configuration-related problems
- Troubleshooting and fixing connectivity issues
- Installation of software applications
- Giving access permissions to the user and providing logins
These issues are generally basic with predefined solutions that assist the agents in following a pattern to resolve them. Many businesses also rely on AI agents for an IT help desk support system.
Understanding IT Support
IT support is a more detailed way of assistance that is offered by skilled technical experts to resolve greater technical issues that can impact the routine of business operations. Be it the installation of software, management of systems and networks, or advanced level of technical queries, they take care of it all. IT support is more than just fixing technical issues and is needed by every business, regardless of its size. Without a well-maintained IT support system, businesses today cannot operate efficiently and meet the client’s expectations. Some common offerings covered by IT support include:
- Management and supervision of the network and servers
- Cloud infrastructure handling and administration
- Detection and prevention of cyber threats
- Upgradation of systems and software updating
- Policy developments and IT compliance
- Performance monitoring and building
IT support is a highly important element that keeps the business’s aims achieved with reliable and secure systems that operate around the clock. Since today every business operation depends on technology, without having IT services, it’s nearly impossible to operate proficiently in these times.
The Three Major Differences
1. Role Specific Objectives
Helpdesks emphasize resolving issues regarding customer support and employee support. They generally receive a higher number of tickets than IT support desks, but they are easier to fix with generally common FAQs and queries. These don’t require much expertise and can even be solved using AI tools and chatbots; higher-level issues are transferred to technical IT support teams. These IT support teams are not piled up with too many tickets, but their issues are usually of a higher level. They can take time as it needs analysis of the root cause and then recommend the best possible solution.
2. Variations in Customer Interaction
Being the direct support line, IT help desks have to be available round the clock and ready to resolve any service requests and support tickets, specifically from customers with no or low technical expertise. This needs patience, social skills, and availability more than technical expertise, as they often recommend software solutions rather than detailed technical guidelines. On the other hand, a support service provider prioritizes issue resolution that needs technical solutions. They thoroughly understand customer requirements and then understand what needs to be done to repair and resolve these problems.
3. Different Approaches to Problem-Solving
Help desks cover a wide range of problem-solving that not just demands basic technical understanding but also familiarity with the products and services offered by the business. They should know the most common problems faced by customers on a routine basis. While IT support teams have a more technical understanding of some basic information related to the product and services. They know the best software and tools to implement for more complex technical problems for quick solutions.
Benefit of IT Help Desk
1. Better Ticket Management Systems
The IT help desk focus and manages the incoming requests more effectively, which makes it easier to resolve the problems according to the level of severity and urgency. Hence, no issue is overlooked or delayed, which ensures that every issue is resolved on the first call.
2. Custom-Made Support Systems
If the issues are of a higher level, the IT helpdesk connects them with professionals who look after their problems and offer them personalized support. Every issue is fully understood with a priority to satisfy each client for better customer satisfaction that elevates business reputation.
3. Detailed Reporting and Analytics
IT helpdesk systems offer a complete report on even small issues, including the time taken in response and resolution rates. This assists the businesses in detecting the trends and making better decisions to overall enhance the quality of services
Benefit of IT Support
1. Preventive System Monitoring and Maintenance
The IT support teams offer a proactive approach rather than a reactive approach, which helps them find out the issues early and prevent critical failures. Regular ongoing maintenance is also done to keep systems secure. Due to these early detections and maintenance, the possibility of downtime also lowers, offering reliable system performance throughout the company
2. Scalability Possibilities
As business grows, technical issues expand; with the right IT support teams, these issues are addressed on time, regardless of business size. IT support services adapt according to the evolving business needs, and new tools and systems are deployed to deal with every possible issue.
3. Qualified Supervision and Training
IT support is overseen by expert management teams that not just provide advisory services and technical guidance but also train and build teams to resolve errors on their own. This increases productivity and helps the employees get the most out of available technology.
Which One Does Your Business Need?
Now the question arises, which kind of technical support does your business need? This highly depends on your business size, services, and requirements. We will break it down depending on different business scales.
- Small Businesses Mostly need a basic support system to start of and usually an IT help desk is enough for them unless they have more technical systems and lack skilled experts.
- Medium Businesses Rely on the combination of both as they want to keep their clients happy, along with no disruption in daily operations. When their issues are managed quickly, they can have better chances to grow their business financially, operationally, and reputationally.
- Large Enterprises demands a comprehensive IT support system with professional help desks and a team of IT support specialists. Their systems are complex that needs proactive maintenance, management, and monitoring. A single downtime can lead to hefty losses.
The best option for every business is implement both IT help desk and IT support services. This balanced strategy helps you manage your technical operations while keeping your customers and teams satisfied all the time.
Make the Right Choice by Contacting Us Today!
Getting through tech support can be challenging, but it doesn’t have to be. Having both an IT helpdesk and Tech support is a modern-day necessity to run a business successfully. At SSCO KSA, we offer a wide range of IT solutions, including IT help desk, IT support, and both. If you are unsure which to choose, we also provide advisory services by carefully examining through an in-depth analysis according to your operational and clients’ needs. With the assistance of an expert team, we will help you fix your IT complexities not just today but also tomorrow. To have more detailed information on our IT helpdesk and support services, contact us today to book a free consultation.