Distinctions Between Help Desk Support and IT Desktop Support
Before sending to do list to its IT support provider, a business needs to define its IT support requirements. Organizations may face trouble as these definitions may need a glossary or further definition to ensure a proper match of the solution. In fact, even while using a term like “help desk support” many potential clients can mean something entirely different. It is a usual phenomenon that two organizations do not speak the same language.
In fact, it is a known fact that all growing small and medium-sized businesses should manage and monitor its IT technology in a cost-effective manner. However, the tricky thing is to figure out ways of doing so without compromising on the experiences of the ultimate users. An end-user can be an employee, a customer, or a client. End-users a well as the business depends on how efficient the applications, servers, and the network of the company are as well as the availability of the data center of a business
It is thanks to quality support services, these days that there can be cost reduction while making the infrastructure and IT support stronger. Eventually, it is about integrating the available resources. Many businesses use the terms IT desktop support and help desk interchangeably. So, many people are under the impression that they are not the same. Here is the simplest way to differentiate between the two.
Defining a Help Desk
It is the responsibility of a help desk to enable an IT department to react to certain unexpected issues within the services or the IT infrastructure they offer. In other words, help desks are reactionary in nature. Their help is sought for managing problems as and when they pop up, permitting these issues to be logged and tracked. Subsequently, a help desk resolves them hopefully. Thus, the function of a help desk is to facilitate the communication between end users and support staff to resolve problems. Its aim is to keep the operations running on a regular basis.
Defining IT desktop support
Its job is to deal with office equipment and end users. The service typically comprises of fixing IT issues as well as offering limited technical guidance. The support is typically offered remotely to fix and support different kinds of software related issues on the computer of a user as well as the printers, phones, and networks of the company.
Technicians who provide desktop support are typically the first set of people who are summoned if something is not correct with a desktop in the company or in the network of a company. Their responsibilities vary from offering remote desktop assistance to providing troubleshooting support over the phone regarding problems that have popped up with computers.
It is a fact that most IT support specialists provide different types of support including infrastructure, desktop IT support, help desk, or server support on site as well as remotely. They align their services and support according to the actual requirements of the clients that also involve separation of duties and define support roles in a cost-effective and efficient workflow. Typically, a help desk functions as the initial point of contact for different incidents.