Differences and similarities between what is help desk and service desk

Traditional table support ( help desk )

• It allows dealing with incidents within the technology infrastructure or the services it provides.
• Facilitate communication between the user and the support team.
• It keeps the infrastructure and services active on a day-to-day basis.
• Keep track and control of cases.
• Communication with users is established by phone, email or in person.
• Has basic call center skills .
• Manages telephone services.
• Refer requests to other departments for processing.
• He receives the request and redirects it to the specialized technicians in this task.
• It offers support services supported by own or external technicians to the company.
• It also has more technical skills to manage incidents.
• Its human team possesses basic IT skills and knowledge to resolve certain incidents in the first instance.

IT service desk (service desk )

• It fulfills all the functions of a Help Desk.
• It allows planning, structuring and providing the delivery of IT services.
• It is the central and only point of contact between users and what ITSM is.
• Helps restore user service with minimal impact and generates reports.
• It includes a catalog that defines what resources and processes are needed for each service.
• It allows the service to be requested by the user.
• Use satisfaction surveys and KPIs ( key performance indicato r - key performance indicator ).
• Provides support to all departments in the organization under the name of Enterprise Service Management