Let’s discuss the differences between the help desk and tech support. 

What is the Hcomputer codingelp Desk?

The help desk is well equipped to handle the most basic questions and offer solutions to relatively simple problems, like resetting passwords, application support, help with software, and server backup. Most problems that require help desk services can be corrected over the phone, or via a remote connection to your computer.

What is Tech Support?

Problems that cannot be handled by the help desk are typically passed up the chain of command to the tech support call center. While working the help desk requires little to no knowledge of technology, tech support requires extensive knowledge. Truly the backbone of the office support team, tech support tends to have more variety in their job, handling different issues every day, depending on the needs demonstrated within the office.

Within an organization, these differences may tend to cross over in many ways. However, it’s important to understand what each provides and to use the proper term for your services. 

Why It’s Important to Have Both

Having both a help desk and tech support available in your business is a simple way to keep things running efficiently. If tech support was responsible for answering every call for help and dealing with basic questions in addition to their more specialized work, they wouldn’t have the time needed to manage their tech support duties. Where tech support is able to be more of a pro-active solution for many problems, updating software, and preventing problems from occurring, the help desk is often more reactive, offering solutions to problems that have already occurred.

What Is the Difference Between Service Desk vs Help Desk?

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

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 service desk is strategic.

A help desk has always been more focused on fixing what is broken. Originally, a help desk was more for the IT community, rather than the end-user. A help desk is tactical.

Within an organization, these differences may tend to cross over in many ways. However, it’s important to understand what each provides and to use the proper term for your services. 

How Do I Run a Successful Help Desk?

Running a successful help desk doesn’t necessarily entail a big budget or complicated processes. What it boils down to is delivering on your clients’ needs and offering stellar service along the way. 

Here are a few tips:

  • Put the end-user’s needs first. Ensure technology is configured with them in mind and take a proactive approach to service delivery. Pre-empt their needs, communicate freely, and listen! Continually learn and improve.
  • Provide simple, useful tools. However, tread carefully when offering self-service. Recurring problems are great for utilizing self-service tools, but escalated and complicated problems need a professional touch.
  • Deploy scalable, fit-for-purpose technology. As your help desk grows, it may be time to evolve your software for a wide range of capabilities, including remote or global use. This helps to get the job done while still hitting performance targets.

What Is the Best Help Desk Software?

If you already have your own in-house help desk, updated software may be a great solution to providing the best possible support to your customers. 

While sifting through the options may seem daunting, you can quickly filter out the useless and find the best when you base your search on the following seven criteria:

  1. The type of support your customers expect and the experience you want to give your customers (multiple channels, self-support, etc.)
  2. The needs of your support team (maximize productivity)
  3. Essential and non-essential features (focus first on core requirements)
  4. Scalability (limit future investment needs)
  5. Reporting options (consider which metrics you use and why)
  6. Test and trial (do this from both the support side as well as the customer side)
  7. Reliability and support (during integration as well as down the road)

Contact Us Today!

The actual scope of each position may vary from one workplace to another, but the general idea behind each remains the same. The help desk offers help in resolving basic problems, while tech support tends to require more in-depth training and knowledge. Now that you understand the difference between the two, it’s time to implement your own help desk and tech support.

Contact ROI Solutions today and we can help you identify ways to improve your help desk and tech support team.