At one point, almost everyone is confused if Service Desk and Help Desk are the same thing? If not, what is the difference between the two? In this blog, we will share the comparison between Service Desk and Help Desk.
It is believed that, even in history, that is, the help desk and the service desk of 2000 were not considered to be different. While companies call it Service Desk, 95% of end users call their IT support as Help Desk. According to HDI Research, it is quite obvious that 41% of the users / respondents of help centers and service centers know the IT support and all have a different name. In addition, there can be no assurance that the support and assistance services reported in this HDI survey will conform to the standard descriptions - the two terms being used interchangeably quite often.
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The traditional IT help center was not designed for modern IT infrastructure and interactions with it have become boring, clunky and complex. The technological limitation has led to the under-utilization of existing technologies, which has had the effect of reducing the commitment of the workforce and further widening the gap between the IT team and the companies. This is why Service Desk Software is experiencing a period of rapid innovation and growth due to the increasing complexity of monitoring support services in a hybrid environment.
Organizations often use the call center, help desk, and service center interchangeably; However, the help center / call center, as a tool, offers only part of what a service center offers. They focus on providing "help" to solve a problem and are not IT-centric. On the other hand, IT Service Desk focuses on supporting IT services, which can be both responsive "help services" and routine "support" tasks, such as providing resources, managing accesses, etc.
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