Help Desk Call Centre support VS service desk

by Alexis Powella Author

You must have heard about a number of call centre solutions that are specifically aimed at enhancing the customer experience. But along with client satisfaction, the employee performance should be simultaneously enhanced. While most of the services aide the consumers, there are some practices that benefit the both ends of business administration. The employees are engaged with a set of advanced corporate strategies that results in their overall growth and the buyer’s content as well. Now let us discuss two of the major game-changers in contrast to each other, i.e. help desk call centre support and a service desk.

Main objective

The major emphasis of the help desk services is on customer support. They are solely meant to make the clients happy. Where help desks are considered as the software used to eliminate fundamental problems such as login issue, the service desks are set up with the main goal of cutting costs and increasing efficiency of the entire system. These are the single point of contact between the users and the IT vendors that aim to sync everything with the ITML structure.

Basic approach

The methodology involved in the organization of help desk is quite straightforward. The agent or analyst employs tactics to extract prospect needs and is simply confined to work on them. They deal with the immediate resolution to customer queries on the spot whereas service desks are process-focused and follow a detailed plan. The latter utilizes knowledge-based elucidations and investigates a permanent solution to fix the user’s problems from the root and manage incidents. Service desks settle support requests from the clients by enforcing effective ITSM (Information Technology Service Management) processes.

Subject of interest

The customer is the significantly benefited party when we talk about help desk call centre services. Being the face of the company, these are the main source of attraction and are only dedicated to serving the clients. Service desks focus on the requirements of the employees and facilitate smoothening of their tasks to untangle the reported difficulties. Hence, they are implemented in the interest of both customers and the service providers.

Distinctive features

Help desk includes a ticketing system, a self-service gateway, agreements, meetings and social services and takes care of recurring issues whereas service desk consists of incident, problem, release, modification, assets and layout modules to simplify long-term complications. And provide a reactive method for IT services. Some more distinguished features of the two suggest that help desk support clarifies the service level agreements with customers through a brochure. It uses a systematic process to stop the problem from escalating any further. On the other hand, the service desk is a sequential mechanism to handle utility disruption, functional life cycles and all-round development of the firm.

Scope of services

Help desk call centre support is consumer-oriented and service desks are management-centric to IT operations. Apparently, the former can be seen as a subset or an extension of the latter. Every business company incorporates service desk as one of its integral elements but the supplement of help desk in an IT organization is completely optional. The scope of expansion of service desk is thus much larger than the help desk services.

A huge portion of the world population believes that both the terms reflect the same sense and offer the same amenities. But from the aforementioned points, it is evident that there exists a gray zone that distinguishes the two more or less similar phenomenon from each other. It is necessary to understand the difference because there are separate departments in a corporate to administer a variety of issues. And reaching out to the correct authority at the time of need is a worthwhile practice.