Helpdesk Admin VS Service Desk Support
There are some major differences between helpdesk admin and service desk support. Can you tell what they are? Read on to find out.
Get a better grasp on how helpdesk admin and service desk support services work.
The two terms are often used interchangeably when referring to IT support services, and although they have striking similarities, they also have many other different functionalities.
To help you understand the difference between quality helpdesk admin and service desk support, let’s tackle the very definition of both.
The main goal of Helpdesk support jobs is to assist you in ticket management, organize any incoming issues, and evenly distribute the present or future workload.
This service focuses on service level agreements (SLAs), incident tracking, problem and resolution management, and potential self-service options for their end-users. Meanwhile, Service desk support is the single point of contact between customers and service providers.
It’s based on the IT service management framework that looks at current business needs and not just how they can best fix any ongoing issues. Its main features revolve around internal and external knowledge management, IT asset management, and reporting.
Still need more details regarding the difference between these two services? Take a look below as we’ve managed to compile small vital information on how these services work:
Different functionalities and support for other groups
Generally, HR helpdesk services provide point solutions to customers quickly, ensuring that customers and clients can track and resolve system issues more efficiently than service desk support, which mainly focuses on integrating with other ITSM processes.
The helpdesk admin is built to address the needs of IT teams and customers. At the same time, service desk support focuses on generally improving business processes from the customer, clients, stakeholders, and employee transactions.
Handle varying types of queries
Queries that include product-specific IT software and hardware-related issues are usually handled by professionals trained in helpdesk support jobs, as they mainly focus on inbox management, SLA management, and omnichannel ticketing.
Oppositely, service desk support jobs handle administrative, change and problem management, security, and incident-related queries.
A good HR helpdesk service is reactive, as it resolves short-term concerns through efficient and effective collaboration. On the other hand, the service desk functions a little more proactively as they deal with long-term situations, focusing on organizational optimization and problem resolution.
In short, service desk and helpdesk solutions can be beneficial as both can provide companies with essential support frameworks. Helpdesks can provide almost immediate support to help you resolve urgent and gravely crucial issues.
In contrast, service desks can help companies implement effective business practices and resolve issues.
Albeit understanding the difference between these two services can be somewhat confusing but with the help of a professional to help guide you through these different frameworks that encompass all the activities concerning designing, creating, delivering, and supporting IT services.
At the end of the day, whether you want someone to help you with end-to-end management or to help you solve some short-term problems, either service will prove to be just as helpful as any other service whose goal is to help you improve the way your business runs.
Do you have a better grasp of the differences that these two services provide? If yes, then great because that means you’re a step closer to deciding what kind of support team you need to hire to help you improve your business.
If not, then fret not because we here at AmeeraTel are more than ready to help you figure out what your business needs to further its growth in the industry. Contact us today to get a hold of professional helpdesk admin service providers.