Are you bogged down by the never-ending stream of user support requests? If you’re ready to step up your IT support goals and turn your IT department into a well-oiled machine, then it’s time to rethink your technical support teams. Several businesses use Help Desk and Service Desk teams but fail to understand the difference between the two. Taking note of their individual nuances is the best way to maximize their efficiency and leverage the benefits of both teams.
Let’s untangle the jargon and dive into the key difference between a Help Desk and a Service Desk in terms of scope, approach, and the roles needed to build your very own team. We’ll show you that it’s not impossible to achieve both after all.
Defining Help Desk and Service Desk Terminology
Let’s define some quick terminology. ITSM, or IT Service Management, is all about taking care of the IT services your company uses, from start to finish. It’s not just about software or following a set of rules – it’s an approach (sometimes a service or a dedicated department) that ensures that hardware and software are running smoothly. Under the ITSM umbrella is where you can find Help Desks and Service Desks, as well as the difference between the two, playing a critical role in every business’ IT support strategy.
Help Desks are the pioneers of support within ITSM. They act as a central hub for users facing technical issues, offering “break-fix” solutions. Imagine them as the first responders in the IT world. They kick off the ticketing process, ensuring that user requests are logged and addressed. In ITSM terms, they handle what is called “incident management”, where they diagnose and resolve immediate problems.
Service Desks are the next generation of support services, built on the foundation laid by Help Desks. Even more, they go beyond break-fix to provide a broader range of user support such as change management or new service features. They act as the central point of contact, connecting users directly with service providers to ensure efficient resolution.
Help Desk and Service Desk are often used interchangeably within the world of ITSM. Both aim to make users’ lives easier by handling their IT inquiries. However, there are subtle differences in the types of requests they handle.
Differentiating Help Desks and Service Desks
In essence, the key difference lies in scope. While both ITSM strategies aim to improve user satisfaction and provide support, they approach it from distinct angles:
| Difference | Service Desk | Help Desk |
| Approach | Proactive – looks at the big picture to innovate current processes and solve problems before they arise. | Reactive – responds to short-term issues quickly to resolve daily tickets and ad-hoc tasks. |
| Solutions | Often integrated into management applications to provide solutions across departments such as change management or asset management services. | Helpdesks are a stand-alone solution providing basic, everyday support to end-users or internal employees. |
| Results | Ensures that inquiries end with deflected issues or the integration of self-help features. | Ensures that the ticketing system is not backed up and all tickets are resolved promptly. |
Help Desk and Service Desk are often used interchangeably within the world of ITSM. Both aim to make users’ lives easier by handling their IT inquiries. However, there are subtle differences in the types of requests they handle.
Differentiating Help Desks and Service Desks
In essence, the key difference lies in scope. While both ITSM strategies aim to improve user satisfaction and provide support, they approach it from distinct angles:
Help Desks, on the other hand, focus on day-to-day troubleshooting and ensuring existing IT services function smoothly for end-users.
Are Help Desks and Service Desks Interchangeable?
Yes and no. We outlined a lot of differences between Help Desks and Service Desks, but it can get confusing in application. Help Desks and Service Desks are interchangeable in the sense that most businesses use them that way. In practice, a lot of businesses overlap the functions of both in their IT organizational structure- they use Service Desks for reactive incidents, and Helpdesks for large-scale system changes.
No, because they shouldn’t be. Should your Help Desk/ Service Desk team put out everyday fires or ensure that the whole system runs smoothly? Pouring the responsibility into one team results in a department unsure of its focus. Never underestimate the power of resource allocation and investing in a specific team for certain functions.
Having a separate Help Desk and Service Desk team is best for businesses who are medium to large in scale, looking to scale rapidly, or who want to fully implement ITSM. The Help Desk tackles everyday user issues, while the Service Desk focuses on long-term improvements. This keeps the IT team operating at peak efficiency, ensuring a smooth-running system that supports the company’s goals.
What’s the Difference Between Roles for Help Desk and Service Desk Teams?
You can find the main difference between Help Desk and Service Desk through their team structures. Help Desks often utilize a tiered IT support model to resolve inquiries based on severity. On the other hand, Service Desks focus on specific areas like security or change management. These specialists have a deeper understanding of their domains and tackle complex issues within that area to analyze trends and implement solutions.
The Help Desk Tiered Support Model
IT Help Desk services are the backbone of user support within an organization’s ITSM strategy. Similar to customer support services, they assist end-users, but with a focus on resolving technical issues. In every IT support, the Help Desk team can vary, the most common model uses a tiered support approach. This assigns different levels of Technical Support Analysts to help with user inquiries.
Tier 1. Answers user inquiries that require guidance but not technical expertise. Example: questions about product features or assistance with account setup.
Tier 2. Troubleshoots complex problems and deals with complaints about product functionality.
Tier 3 and above. Further investigates product defects and identifies root causes for product issues. Often escalates problems to the Service Desk team.
It’s also important to acknowledge Tier 0. This tier is often automated using chatbots or self-service tools that function like a virtual FAQ. While not directly part of the Help Desk team, it can answer basic questions and even route users to Tier 1 support when needed – removing the need for mundane and repetitive tasks.
Service Desk Team – Specialized IT Support Services
Service Desk teams, however, have a more specific function. Depending on the size and specificity of your business, Service Desk roles may also specialize in certain areas such as networking or security. However, a standard Service Desk requires:
Service Desk Analyst. They work closely with the IT department to ensure the functionality of the product. Their work ranges from installing and configuring new features to meet end-user needs and analyzing incident reports to identify trends and recommend changes to prevent further incidents.
Incident Manager. They oversee the entire incident management process, ensuring a swift and effective response when IT services go down. Beyond putting out fires, they analyze trends in incident reports to identify weaknesses in the system. This allows them to streamline the incident reporting process itself, making it faster and easier to diagnose and resolve future issues.
Change Manager. They balance the drive for innovation with the stability of the entire IT system. They guide the IT team through a seamless transition process, ensuring that disruptions to users are minimal. Additionally, they properly document and report all changes for accountability and future troubleshooting.
Unlike a one-size-fits-all approach, Service Desks are built to adapt and thrive alongside your business. For example, a software company focusing on financial services may require robust security measures. In this case, their Service Desk might have dedicated security specialists to address any vulnerabilities.
Service Desks are not cookie-cutter solutions. By understanding your unique needs, you can build a Service Desk team that provides the most effective and targeted support for your business.
Tap Into the Benefits of an Offshore Help Desk and Service Desk Team
Small to medium businesses think having separate Service Desk and Help Desk teams is a goal, but resource and talent limitations get in the way. By leveraging offshore providers, you can build both teams today and enjoy:
Focusing on Core Business Functions. You’re free to focus on strategic business initiatives by effectively allocating resources to a cost-effective offshore team.
Scaling Anytime. Through offshore providers, you can scale your business based on your evolving needs.
Working with Global Talent. Bridge the talent shortage and partner with an exceptional global team to gain innovative and diverse insights as you develop your IT solutions.
It’s not a pipedream anymore with an offshore strategy. Contact HGS OSS today to get your offshore journey started, and let’s empower your IT team and achieve your ITSM goals together.
Citations
Bigelow, Stephen J. “IT Service Management (ITSM).” TechTarget, Mar. 2023, www.techtarget.com/searchitoperations/definition/ITSM
Danby, Sophie. “What Is a Tier 0 Help Desk?” InvGate, InvGate Inc., 19 Dec. 2022, blog.invgate.com/tier-0-help-desk
Futcher, Russell. “High-Performance IT – Organizational Structure.” Russellfutcher.Com, 26 Mar. 2022, www.russellfutcher.com/new-blog/2022/3/26/high-performance-it-organizational-structure
HGS Offshore Staffing Solutions. “Supporting New Technologies with IT Support Specialists.” HGS OSS, 8 May 2024, hgsoss.com/newsroom/supporting-new-technologies-with-it-support-specialists/
HGS Offshore Staffing Solutions. “The Sustainable Offshore Strategy: Bridging the Talent Shortage.” HGS OSS, 20 May 2024, hgsoss.com/newsroom/the-sustainable-offshore-strategy-bridging-the-talent-shortage/
