Help Desk or Service Desk?

July 31, 2024
Melek Aydemir

For your business to run successfully, it is critical to provide the support your customers and employees need. In order to provide this support, we usually come across ‘Help Desk’ and ‘Service Support’ options. So, what should you consider when deciding which one to choose for your business? To answer this question, it is first necessary to understand what both concepts mean and how they are used.

What is Help Desk?

Help desk is a support system designed to solve technical problems faced by users. Often associated with customer service , the help desk provides e-mail to users, assistance via telephone or live chat. This system allows technical support staff to communicate directly with users, to solve the problems encountered quickly and effectively.

The main purpose of the help desk is to increase user satisfaction and solve problems as soon as possible. In this way , users solve their problems in a short time and continue their work without interruption. In addition, help desk teams are able to solve frequently encountered problems and solutions . and prevent similar problems in the future .

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What is a Service Desk?

Service desk is managed according to ITIL (Information Technology Infrastructure Library) standards , providing a more comprehensive support service. The service desk goes beyond the resolution of technical issues and provides management of various IT services. Italso helps determine how these services will be used by users. Service desk optimizes the IT infrastructure of organizations , increasing efficiency and user satisfaction .

Service desk includes processes such as problem management, change management and service level management. Problem management identifies and resolves user issues, while change management controls changes in the IT infrastructure. Service level management oversees the fulfillment of agreements between users and IT service providers and aims to continuously improve service quality. These processes enable the service desk to manage IT services effectively and increase user satisfaction.

Help Desk and Service Desk Comparison

Help Desk	Service Desk
Solving Technical Problems	Managingbusiness processes and IT services
Technical support only	Comprehensive business and technical support
Audience ofcustomers and end users	All business staff and customers
Minimal	Comprehensive
No focus on the business process	Manage and optimize thebusiness process

Which One Should You Choose for Your Business ?

When choosing between a help desk or service desk for your business Here are some important factors to consider;

Determination of Business Needs: Whether your business needs only technical support or a more comprehensive Determine whether you need IT service management. For small businesses , a help desk service is usually sufficient , while for more large and complex businesses may need service desk services.
Budget: Help desk is usually more cost-effective because it offers a narrower range of services. Service desk , on the other hand, can be more costly because it offers a wider range of services. However, this cost should be evaluated in terms of effective management of the IT infrastructure of the enterprise.
IT Infrastructure: Your business’ existing IT infrastructure and processes, plays an important role in determining what type of support service you need. If your existing infrastructure is complex and changes are frequent, a service desk may be more appropriate.

Flawless Demand Management with Grispi

Grispi responds to the different needs of businesses by offering both help desk and service desk services. Among the features Grispi offers is a user-friendly interface, fast turnaround time and comprehensive service management. Flexible and scalable solutions from Grispi according to your business needs, customer satisfaction and optimization of business processes .

Grispi Prices

Start-up 7$
Level Up 14$
Enterprise 39$

Understanding the differences between help desk and service desk services and which service is more suitable for your business will help you make the right decision. If you are looking for a support service that focuses on small and technical issues, you can choose help desk, while if you want more comprehensive service management and business process optimization, you can choose service desk. Grispi’s flexible solutions provide the most appropriate support your business needs and help increase customer satisfaction.

Remember, choosing the right support service can help your business grow and plays a critical role for efficiency. To determine the best solution for your business , Grispi offers services and choose the one that best suits your needs.

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