Organizations are quickly embracing technology and adopting innovative enterprise solutions. However, the successful adoption of new technologies relies on the technical expertise provided to address technical issues and provide actionable solutions to customers. Two main terms used in the context of providing technical assistance to the end users are ‘IT helpdesk’ and ‘IT support services.’ Although used interchangeably, there are distinct variations between the two terms.
Differences between IT Helpdesk and IT Support Services
1. Function and Scope
IT Helpdesk
An IT helpdesk is typically involved in answering client inquiries, service inquiries, and incidents. The IT helpdesk is the initial point of contact for clients or users requiring technical assistance. Essentially, the IT helpdesk is intended to provide timely responses, issue resolution, and troubleshooting guidance. They help the end users find solutions to prevailing technical issues, either by guiding them or responding to when help will be availed.
IT Support Services
IT support services, on the other hand, encompass a wide range of services and responsibilities. In addition to addressing clients’ issues or concerns, IT support services incorporate proactive maintenance, monitoring, and general administration tasks. IT support services may also include software installation, network management, and hardware maintenance. The primary function of IT support services is to ensure the smooth operation of the IT infrastructure and reduce disruptions.
2. Technical Depth
The level of technical depth differs significantly for each role.
IT Helpdesk
IT helpdesk personnel are equipped with foundational IT concepts. They’re responsible for maintaining communication and possess strong customer service skills. The IT helpdesk excels in providing effective communication, troubleshooting guidance, and resolving issues. Although the IT helpdesk personnel may know basic hardware and software problems, they focus on straightforward issues and escalate complex technical problems to higher-level support.
IT Support Services
IT support services require specialized knowledge and an in-depth understanding of technical issues. Support personnel are well-versed in several technical areas such as network monitoring, security administration, server control, and software applications. IT support service providers are capable of implementing technical solutions, performing advanced troubleshooting, and handling other complex issues.
3. Proactive and Reactive Approach
A key difference between IT helpdesk and IT support services is their problem-solving approach.
IT Helpdesk
IT helpdesk operates in a reactive mode, receiving user concerns and inquiries and offering solutions to customer-facing problems. They focus on resolving emerging issues quickly and returning things to normalcy. While the IT helpdesk may provide preventive measures and guidelines, they focus on solving immediate issues and reducing customers’ downtime.
IT Support Services
IT support services adopt a more proactive approach by proactively monitoring and maintaining IT systems. They provide preventive measures, by actively patching systems, doing regular back-ups, and installing predictive maintenance tools, to mitigate risks. In addition, IT support teams conduct regular system audits, implement performance monitoring tools, and identify opportunities to improve the entire IT infrastructure.
4. Service-level Agreements
IT Helpdesk
IT helpdesk teams operate under strict service-level agreements SLA that involve resolution targets and response times for user incidents and user inquiries. The service-level agreements are designed to ensure that customers receive timely responses and measure the helpdesk’s performance and efficiency.
IT Support Services
Although IT support services may have SLA in place, they typically cover a broader range of responsibilities. The SLA for support services may capture metrics for uptime, system availability, and response time for emergencies. The service-level agreements reflect the proactive and comprehensive nature of IT support services.
5. Technical infrastructure management
IT Helpdesk
The IT helpdesk team may offer software troubleshooting help, hardware maintenance, and user account management. However, these teams lack in-depth knowledge of technical infrastructure management. So, while the IT helpdesk may help you troubleshoot your software, it may not offer advanced database troubleshooting assistance.
IT Support Services
The IT support services are responsible for managing and maintaining the IT infrastructure of an organization. The IT support services cover application configuration, software installation, network monitoring, database administration, and network troubleshooting. In addition, IT support services include security updates, data back-ups, and server maintenance. These services ensure the security and sustainability of the IT infrastructure.
6. Documentation and training
IT Helpdesk
The IT help desk support offers training and documentation to the end users. They play a central role in creating and maintaining knowledge bases, user documentation, and self-help resources. The IT helpdesk ensures that the end-user has appropriate documentation and resources to resolve issues independently. IT helpdesk teams may also administer user training in software applications and IT processes.
IT Support Services
Although IT support services may capture training and user documentation, the focus is a bit broader. IT support services conduct workshops and develop comprehensive user guidelines. They also provide comprehensive and in-depth training for staff.
Bastionpoint – Experts in IT Helpdesk and Support Services
Bastionpoint is a leader in IT; it helps small and medium-sized enterprises leverage the power of tech. With proficiency in cybersecurity and compliance, Bastionpoint helps its clients stay at the top of the latest cybersecurity trends.
Bastionpoint further provides IT helpdesk support, helping organizations bridge the communication gaps with their end users. As your leading partner in IT, Bastionpoint provides actionable solutions that are tailored to your unique business needs.
Contact Bastionpoint for cutting-edge IT helpdesk and IT support solutions.
Chief Information Officer / vCIO
I provide CIO and IT Support Services alongside a mid-sized technical support team of engineers for business. Bastionpoint Technology is a managed service provider for businesses ranging from 1-500 users! We specialize in Legal, Medical, and Professional services, but support so much more. Retail, Finance, Healthcare, Manufacturing, Non-Profits, and you’ve certainly heard of our clients. We offer unlimited on-demand services, with an on-demand price point to meet every client’s needs. Just call on us – we put your business first!
