Monday, April 27, 2020

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 

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