Help Desk Vs Service Desk – Know the difference

You may need troubleshooting, additional service, or information for your IT setup. Moreover, you will want to ensure the best support experience for your end-users. One thing that will come to your mind may be help desk outsourcing. But the service providers offer two options; help desk and service desk.

For a layman, these are synonymous. However, you have to choose anyone. In all cases, it is crucial to know the difference between the help desk and the service desk.

In simple words, a help desk focuses on resolving issues. On the other hand, a service desk resolves problems as well as handles service requests. 

In this post, we’ll discuss the difference between the help desk and the service desk. The blog also sheds light on the benefits of help desk outsourcing for your business. So be with us to know everything about these IT support solutions.

What is a Help Desk?

A help desk is meant for resolving IT-related issues for end-users. It tracks the incidents that the users report and follows them until fixed. The primary features of a service desk are as follows.

·     Work as a single point of contact.

·     Track issues in a software solution and follow to resolve them.

·     Provide automatic tracking, escalating, and providing notifications.

·     Support service requests and service level agreements.

·     Offer limited integration with IT service management practices 

·     Effectively manage basic IT requests.  

What is a Service Desk?

A service desk is a broader approach to IT services incorporating a business goal. It integrates the help desk features with a strategic method to offer the best IT management practices. The key features of a service desk are as follows.

  • ·     Service desks focus on the overall business needs. 
  • ·     It supports ITSM strategy, service design, and service transition.
  • ·     Service desks work on total service orientation to provide an overall improvement
  • It prevents the recurrence of problems by automating the service.
  • The service desk maintains a knowledge base for future reference. 

Help Desk vs. Service Desk: What’s the Difference?

Both aim to provide support to the end-users. Still, there are some significant differences between the help desk and the service desk that we have explained below.

1. The help desk came to the scene to help businesses improve their end-user support experience. 

On the other hand, the service desk is a more strategic version of the help desk. It predominantly focuses on meeting business purposes.

2. A help desk works on the model of break-fixing or incident management. It offers customer-centric support when an issue occurs.

A service desk helps businesses cater to all requests, including new services, information, and break-fixing. For instance, an employee can raise a request for a new laptop at the service desk. 

3. Help desks offer assistance when an incident arises, and the support team needs to fix it. For example, the developers and technicians work together when a website is down and resolve it.

A service desk, on the other hand, follows a visionary procedure to make long-term decisions. It improves the quality of the IT services desk in your business. 

Despite the difference between the help desk and the service desk, contemporary processes can serve both purposes. The best example is help desk outsourcing. It can help your business manage both incidents and service requests from the same support desk.  

How does help desk outsourcing benefit your business? 

For a better end-user experience, you do not need to employ both the help desk and the service desk. Successful businesses enjoy the benefits of both by hiring proficient help desk outsourcing.  

So, you do not require multiple service desk options. An efficient help desk support team can meet all IT needs. They provide users with immediate support in resolving issues. It results in more effective business practices initiating the growth of the business. 

Help desk outsourcing is advantageous for businesses that provide customer-centric services and IT functionality. The outsourced team analyzes different components of IT processes. Thus, they manage specific needs and issues on software. 

You can ensure comprehensive IT support by embedding help desk support within a service desk. It will cover all aspects of business operations. 

The business needs and user expectations specify IT protocols and procedures in your company. Outsourced services will provide consultancy and services tailored to meet your business goals. 

A dynamic help desk outsourcing team can simplify your business needs by providing secure IT Management Services. It will take your business operation to the next level. 

How to select the best help desk Outsourcing provider?

Choosing the right agency for your business can be difficult, especially when hiring an IT help desk. However, you can follow the below points while choosing your ideal help desk outsourcing. 

1. Know your business requirements

When choosing a help desk, you need to consider the factors like price, ROI, scalability, user-friendliness, etc. However, the most crucial one is your team’s goals and objectives. So before approaching an agency, prepare a questionnaire.  

You can ask about the expectations of the users, customer service metrics, crucial features, etc. Once you get answers to these questions, you can select an agency that matches your business goal. 

2. Focus on Scalability

You are working hard to be bigger. Your audience may also turn larger in the future. So, when you decide on a support team, ensure that it can scale with your growing business. 

Ask your vendor if they can handle an increase in support cases in the future. You can also review their customer success stories and past services. 

3. Check Vendor’s Reliability and Support

You will find numerous companies selling help desk solutions. How will you define the reliable one who will be available whenever you need help?

Whenever there is a software issue, your end-users suffer. You cannot overcome these aspects completely. However, with the right help desk outsourcing, you can ensure resolving any issue at the earliest. 

So, select a vendor who offers 24×7 support via multiple communication channels. For more valuable information, you can read The ROI of help desk outsourcing.

Conclusion

Despite the differences, the end goal of both the help desk and service desk remains the same. Both aim to improve the ‘end-user support experience’. 

A service desk includes the features of the help desk. However, it goes beyond a help desk by focusing on the overall business growth. You can hire professional help desk outsourcing for a complete support solution.

FAQ

  1. What is the function of a help desk?

A help desk resolves IT-related issues for end-users. It offers assistance when an issue arises, and the support team needs to fix it.

  1. How to define a service desk?

A service desk offers IT services with a business goal. It includes the help desk features with a strategic method to offer the best IT management practices.

  1. Are the help desk and service desk the same?

The end goal of the help desk and the service desk are the same. Both provide end-user support. However, a service desk goes beyond a help desk by focusing on overall business growth.

  1. Does the help desk provide customer service?

An internal help desk support team solves IT issues for employees in an organization. They provide support in installing updates or fixing software issues.

On the other hand, the external help desk team focuses on serving customers by providing them with IT-related support.

Scaling Your Business with Tech Help: Short Guide

Periods of company growth are always an exciting time, as they provide new opportunities for you and your employees to succeed. However, with rapid growth comes an immediate need for new resources and a larger workforce. Until this needed help arrives, you and your teams could be spread quite thin as you try to serve the needs of both new and existing customers. 

Fortunately, businesses today enjoy a plethora of new technology that’s designed specifically with the growing business in mind. To help you better manage to scale your business, try looking into some of the following tech solutions, as well as which tools will best serve the unique demands of your business and industry.

Software to grow your internet presence

If your sales team is struggling to find new leads, or if you think your business could compete in a new, untapped market, developing new software—such as a website or phone app—can help you utilize the world wide web to better connect with relevant online communities. Some studies argue that as high as 70–80% of people use the internet to research businesses before deciding to visit their stores or make a purchase, which is why a strong online presence could be the missing piece in your strategy that puts you ahead of the competition.

Investing in mobile app development for Androids, iOS systems and even smartwatches is just one way to help your products and services reach their intended audience. In the past, consumers mostly accessed the internet through computers, but the future points toward a mobile-first preference. With 2.5 billion people around the world already engaged with social media, tapping into the mobile landscape with an app of your own is one option for businesses seeking new avenues for increasing profits.

ML&AI for predictive hiring

Perhaps the biggest conversations circulating the world of business are on the implications of a workforce dependent on artificial intelligence and machine learning. For small businesses and HR departments, AI is a powerful tool that allows SMB recruiters to compete with larger competitors that have more resources and larger teams. 

One specific way that AI can help HR professionals prepare for the forecasted needs of their growing business is predictive hiring. By helping HR teams calculate the number of resources needed in the future, businesses can avoid saddling current teams with the extra work that comes with new clients. Predictive hiring considers the amount of time needed to find, interview, hire and onboard new team members, which helps confirm that new employees are trained and ready to contribute as you sign new deals.

Customer service that grows with you

The ink is still drying on a number of new deals, and you don’t have the time or resources at hand to hire and onboard new staff. Before you make impulsive purchases on new tools and equipment to help your current team get their work done, it’s important to shop carefully for tools that scale easily, allowing you to add extra users as you hire without having to purchase a completely new system.

If you haven’t already, consider expanding your customer communication channels to include a live chat option. A tool that lets companies interact with customers through their online and social pages, live chats help your marketing, sales and customer service teams quickly answer your customers’ most pressing questions. Customer service teams with limited bandwidth can use live chats to help easily acknowledge customer needs and help them feel appreciated.

Scaling businesses, furthermore, usually struggle to manage a high volume of customer inquiries, which is why implementing tools like cloud call center services can help your customer service team succeed at its size today as well as whatever it grows into in the future. Designed to assist managers in distributing incoming calls, assign customers to a designated agent for a more personalized experience and offer analytical insights for mapping the customer journey, cloud call centers can be quickly installed and scaled to tailor your business as it grows. 

In fact, a general rule of thumb when searching for scalable solutions is to find tools that are hosted on the cloud. Since you won’t need to manage these tools through your own on-site hardware, expanding your business with cloud computing can be as easy as buying a software license for each new member, as opposed to converting to an alternative for larger businesses.

Automating repetitive work

Are you overloaded with menial, repetitive tasks that eat up the time you need to handle high-level objectives? If so, automation could be a simple solution to help you tackle that growing pile of work. Automation is defined as “the technique of making an apparatus, a process, or a system operate automatically.” In the context of business, automating tools helps organizations alleviate their workloads by allowing computers and machines to perform most, or all, of desired tasks.

Because your employees will no longer have to manually enter (and reenter) numbers, calculations or other information, automation tends to lower the chances of human error as well. This makes automation both more time- and quality-efficient than manual entry.

If you’re interested in automation but are unsure how to implement it into your business or do not have allocations for automation software, get started with one of the many free automation platforms available already. From scheduling social media posts to tracking emails, these tools help you better manage your time and your business so that you can tackle the challenges of scaling an organization.

Online Family Tree Maker App: Free and Easy Tracing

A decade ago there was no point even considering researching your roots if you weren’t prepared to spend days, months or potentially years trawling through dusty registers and reels of microfilm in an archive where the temperature is controlled at near-Arctic conditions. Now I can browse centuries of marriage records on my iPad while basking in the sunshine.

The internet opened up a world of possibilities for anyone eager to find out, at the click of a button, if a First World War soldier, merchant seaman, or criminal lurks in their family tree. What’s more, you can start the process anywhere, surrounded by family, and this is where the best genealogy apps come into their own.

The 10 best family tree building software to help you find your relatives

Android Apps

Ancestry – Family History

by Ancestry.com

Start building your family tree and find your ancestors in billions of historic records. This works best when used with a monthly subscription to the Ancestry website. Individual family records can be bought by non-subscribers (up to £1.49 a document), which is useful, but the subscription allowing unlimited downloads is more cost-effective.

  • Updated: November 12, 2020
  • Size: Varies with device
  • Installs – 5,000,000+

Family Tree

by Ezysoft Solution

Family trees are constructed by creating family units for contacts. A family unit consists of parents and their children.

The app will combine all relevant family units to form family trees.

  • Size: 4.5M
  • Installs: 10,000+

Quick Family Tree

by Digital Gene

This is an app that allows you to make family trees without having to create an account. There are no paid services within the app either.

  • Updated: August 22, 2019
  • Size: 39M
  • Installs: 100,000+

FamilySearch Tree

by FamilySearch International

Your family history is the story of you. The FamilySearch Tree app makes it easy to add to, edit, or share your own family’s history anywhere you can take a phone or tablet. Since the app syncs with the FamilySearch website, changes or additions you make are available on any device.

  • Family Tree
  • Tasks
  • Search Historical Records
  • Relatives Around Me
  • Map My Ancestors
  • Messages

MyHeritage – Family tree, DNA & ancestry search

from MyHeritage.com

Another great tool for creating and editing your tree. A useful feature allows photographs to be incorporated. Has a good but basic facility for looking up records, but you need to pay a full subscription to view search results. It supports 32 languages and is renowned for its worldwide genealogy community, helping you link to relatives overseas.

Family Tree Creator – meWho? Lite

from MEWHO SOFTWARE

This app helps to create family tree diagram quickly and easily. The created family tree shall be shared with others as picture or as pdf. This app works offline.

Bloodline – Family Tree Creator

by Losers Team

App is simply what I was looking for. Clean, intuitive, and straight to the point. Creators were quick to answer questions via email, addressed future features and offered solutions. 

 Features:
– Family Tree Creator
– Free Forever
– Responsive Webapp
– No Ads or Promotions

  • Updated: September 27, 2020
  • Size: 8.7M
  • Installs: 5,000+

Family Tree Pictures Collage Maker & Photo Frames

by Pro Data Doctor Pvt. Ltd.

This is the Free Android app that allows you to design and create beautiful Family Tree Photos as well as Collage Wall Pictures and Photo Frames in just few easy steps. Any one can design stunning awesome family tree and Collages with cool Frame styles.

  • Updated: October 16, 2020
  • Size: 7.5M
  • Installs: 10,000+

Family Tree Maker – FamilyGTG

FamilyGTG app allows you to build your family tree or import your family’s GEDCOM file so you can easily check your family while you are on the go.

  • Updated: March 3, 2018
  • Size: 2.8M
  • Installs: 100,000+

Family Tree Maker Online Services

Canva SaaS

Canva’s free family tree maker allows you to showcase your history at a glance. With hundreds of customizable templates, you can easily create a visual map that documents your ancestry with just a few clicks.

  • Easy drag-and-drop tools, made with the non-designer in mind
  • More than 20 professional types of graphs to choose from
  • Designed templates to fast-track your workflow
  • Data visualization made easy
  • Publish, share or download
  • Embed your family tree in presentations

How much does it cost to create a family tree in Canva?

Signing up for Canva is completely free. And most of Canva’s pre-designed templates and images are free as well. You can also access Canva’s premium templates, images or illustrations and purchase them at an extremely affordable price.

Creately SaaS

Creately is an easy to use diagram and flowchart software built for team collaboration. Supports over 40+ diagram types and has 1000’s of professionally drawn templates.

How to Create a Family Tree in Miro Board?

Family trees are an essential tool in genealogy, with each branch representing the descendant’s family line. If you’re looking for a way to create a family tree in Miro Board, here are some simple steps you can follow.

Blank Family Tree Template

Here’s a blank family tree template to help you get started right away. Just click on the image and it will open in the diagram editor. Include the names of your family members to the chart and you can export it and add it to PPT presentations, Word documents or webpages.

Family Tree Template with Pictures