Help desks provide a single point of contact where users can commission IT to process requests and find solutions to technical problems, as well as resolve known problems with software and hardware that make up the company's IT infrastructure. Help desk software is generally quite simple compared to service desk software. Often, this includes creating an IT service catalog that users can access to review information about service offerings and request changes. The help desk software was developed primarily with the aim of processing tickets for requests and incidents. Their main function is to record the reported problems, assign them a tracking number and follow them until they are resolved.
IT help desks take care of meeting the immediate needs of the end user. They are usually configured as breakfix solutions. If something breaks, go to the help desk and register a ticket so that it can be repaired. The help desk software offers ticket management and tracking for IT and some self-service options for end users and is often integrated only to a limited extent in today's ITSM processes. Help desk agents can be divided into teams based on their technical specialty: one for computer problems, one for network problems, one for server problems, one for telecommunication problems, etc.
In contrast, service desks work best when a service catalog is created and offered to users. A service catalog lists the services provided by the department or organization, information about access to services and resources and can include automated and self-service options that users can "help" themselves instead of waiting for a response. The service catalog allows you to automate and accelerate certain types of service delivery and support so that members of the service desk team can spend time on strategic innovations for the company.
The main difference between help desk and service desk is that a service desk is integrated into other IT service management processes, including the organization of service level agreements, the integration of wealth management protocols and the five core ITIL processes. One thing that desks and service desks have in common is their role in facilitating communication. Both offer a central contact for IT problems and a communication platform between the IT department and the customer.
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