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What’s the Difference Between an IT Help Desk and a Service Desk?

IT Service Desk

It sounds oversimplified, but a help desk offers help on demand, and a service desk provides services as needed. While both offer essential support, an IT Help Desk provides fast solutions to IT issues while a service desk’s function is to deliver a specific service to end users as a form of customer service. Generally, an IT Help Desk is an opt-in to an existing IT agreement to support IT service delivery throughout an organization. A service desk acts as the single point of contact between the service provider and the end users. Normally a company will require one or the other but seldom both.As a leading IT services provider in the TriState, Converged Technology Group offers this overview before you opt for either a Service Desk or IT Help Desk in New York.

Look at the Service Desk as a communications center where a customer’s employees can obtain immediate assistance from their IT providers. Service desks also encompass IT Service Management (ITSM) functions and can initiate Service Request Management, Incident Management, Knowledge Management, Self-Service, and Reporting as needed. Translation? Converged Technology Group’s Assist360° Managed Services IT Service Desk bundle including 24x7x365 Remote Monitoring, SLA-Based Priority Response Services, Unlimited IT Help Desk Support, Vendor Management System (VMS), Network Optimization Services, and On-Site Support Services will assist your employees with incident resolution, oversee their service requests, offer self-service for tech employees who want to resolve incidents independently, as well as report on an in-house team’s effectiveness. To conclude: expect a Service Desk to offer customer-centric IT assistance to identify and resolve technical issues.

IT Help Desks provide general support as part of the ‘break-fix’ process. In some organizations, help desks are a subset of a Service Desk. Converged Technology Group knows that no business can afford downtime. That’s why we offer our proprietary Assist360° Managed IT Help Desk which offers effective end user desktop support to midsized companies. Assist360° Managed IT Help Desk provides Discovery and Roadmap, IT Service Management, 24×7 Remote Monitoring & Alerting, 24×7 Service Desk and Server, and Desktop Patch Management. These combined services deliver top efficiency and productivity so management can focus on their core business.

So, should you opt for a Service Desk or an IT Help Desk? New York abounds with companies of every size with one thing in common: a need for reliable technology with minimal downtime. When looking to partner with the ideal IT provider for your business, turn to Converged Technology Group. Our expertise will ensure your business runs optimally at the speed of its technology day after day. 

For a confidential consultation, call us at (631) 468-5770.

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