Today’s businesses rely on technology more than ever. While technology offers numerous benefits and conveniences, there are instances where it might malfunction or fail. When that happens, it’s time to call for support.
When it comes to getting support, you have two choices: relying on IT support, or enlisting the services of an IT help desk. But the question is, which one is the best choice for your needs?
“Choosing the right kind of technical support is vital to maintaining your business’s performance and achieving your business goals,” explains Brian Leger, Co-Founder of InfoTECH Solutions. “The support we rely on today determines the world we live in tomorrow.”
Navigating the sometimes intricate realms of IT support vs. help desk is nothing short of essential. Research from Gartner indicates that 98% of businesses said that a single hour of downtime costs them between $100,000 and $540,000.
That downtime carries such a heavy cost is proof that time truly is money. The good news is that whether you rely on a help desk vs. IT support, you’ll avoid dealing with that hefty price tag.
In this article, we’ll compare IT support vs. help desk services to help you make the right choice for your business.
IT Support vs. Help Desk: Which One is Right for You?
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Learn MoreIT Support: The Bedrock of Your Business Technology
IT support refers to the assistance provided by technical professionals to solve technical problems that affect your business operations.
These specialists handle everything from software installation, network management and maintaining systems, to advanced problem management.
Given how crucial it is to keep your systems running smoothly, you should understand that IT support is more than just fixing technical issues.
It’s about ensuring your business maintains a steady pace in a world where 90% of customer service leaders said that client expectations are higher than ever before.
Helpdesk Support: Your Tech Crisis First Responder
On the other hand, helpdesk support is the front line of your business’s technical issues. These professionals are the first responders who field service requests, log issues, and direct tickets to the appropriate support team for resolution.
They are also your rapid response team when an employee is having trouble logging in or when a system freezes.
Having robust helpdesk support means you are providing your team with a reliable avenue to voice their tech-related concerns, ensuring that every little glitch does not escalate into a productivity roadblock.
There is a case to be made for the benefits that helpdesk services bring. A HubSpot study showed that 86% of respondents said that having access to a helpdesk improved their productivity.
Service requests and other tasks handled by help desks are often managed using some form of cohesive help desk software. In fact, research from HubSpot shows that help desk software is the most implemented technology for customer support.
Source: FinancesOnline
Helpdesk vs. Service Desk: A Comparison
It’s also important not to overlook the distinction between a helpdesk and a service desk.
While the help desk is primarily focused on providing a single point of contact for addressing immediate, user-centered technical issues, the service desk goes beyond to take a more holistic, process-oriented approach to IT service management.
A service desk aims to ensure comprehensive IT service delivery aligned with your business needs, including managing service requests, handling incidents, and maintaining a knowledge base.
By contrast, a helpdesk is usually reactive and problem-centric, primarily acting as a first-line defense for resolving technical problems. Recognizing this difference can be critical in defining your IT strategy and ensuring a smooth operational flow.
The Differences Between Help Desk vs. IT Support Explained
Though they might seem similar, there are key differences between IT support vs. help desk support.
While the help desk focuses more on immediate, user-focused issues and utilizes help desk software, IT support encompasses broader business technology issues and long-term tech strategies.
The two rely on different skill sets, where the helpdesk needs more customer service skills, and IT support requires more technical expertise.
Understanding these distinctions will guide your decision when it comes to choosing between an IT help desk vs. technical support for your business.
Help Desk vs. IT Support: Choosing What Suits Your Business’s Needs
Choosing between IT support vs. help desk depends on various factors like your business size, nature of tech issues, and the level of expertise required.
For example, a smaller company with more user-centered issues might lean towards a helpdesk solution. In contrast, a larger organization with complex technology infrastructure might need dependable IT support.
Remember, the choice isn’t always binary. Your business can also benefit from a blend of both, allowing you to leverage the strengths of service desk software, service management, and IT support.
The Growing Integration Trend
One of the emerging trends is the integration of help desk services and IT support. Modern technology platforms are bridging the gap, allowing these two entities to work more cohesively for more efficient operations.
Software providers like Zapier, Zendesk and others are leading the charge for making this happen, providing clients with a more seamless experience any time they require support.
This is a game-changer, creating a synergy that allows businesses to better manage their technology and increase customer satisfaction.
IT Support vs. Help Desk Comparison Table
| Support Type | Role | Ideal For |
| Helpdesk Support | Handles immediate user-centered issues | Smaller businesses or larger businesses with a user-focused approach |
| IT Support | Manages broader business technology issues and strategies | Businesses with a complex technology infrastructure |
| Integrated Helpdesk and IT Support | Combines the strengths of both Helpdesk and IT Support for efficient operations | Any business looking for a holistic approach to tech support |
Interested in learning more about IT helpdesk and support services? Check out these blogs:
Help Desk vs. IT Support: Make the Right Choice for Your Needs Today
Navigating the realm of tech support can seem like a daunting task, but it doesn’t have to be. There are advantages to both types of services, and understanding the roles of each can help you make an informed decision between IT support vs. help desk.
Make your decision easier by partnering with InfoTECH Solutions, a Cyber Verify-certified managed services provider that specializes in both IT support and helpdesk services. With the guidance of our experts, you’ll determine which option aligns with your unique needs.
For more information on our helpdesk and IT support services, contact us today to schedule a free consultation with our team.
