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Often the terms "Help Desk" and "Service Desk" are used interchangeably, but in reality, they actually are very different. .
A Help Desk is primarily focused on meeting the needs of the end-user. As such, its aim is to manage and resolve complaints, or incidents, as quickly as possible by acting as an intermediary between end users and support staff on a daily basis in order to keep operations running as smoothly as possible. A Service Desk can generally do everything that a help desk does while also enabling the planning, structuring and delivery of IT services at the same time, rather than simply reacting to incidents. Like a help desk, a service desk is also a single point of contact, but in this case it serves as such for end-users as well as for IT service providers. Rather than being singularly focused on meeting the needs of end users, a service desk also aims to meet IT objectives as well as to manage and improve service processes. |
Help DesksHelp Desks are focused on getting end users up and running as soon as possible
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Service DesksService Desks work at all levels and have developed the strategic technology plan for the company
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Which is right for You?We can help your organization determine the best path for this decision - maybe you need both?
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