What’s The Difference Between IT Support vs. an IT Helpdesk?

The difference between IT support vs. IT helpdesk services mainly relates to the role each team plays. IT support is more advanced, while a helpdesk offers quick, front-line help. For instance, IT support handles complex issues like network management and cybersecurity – while an IT helpdesk fixes simple, everyday technical problems.

“Investing in skilled IT support means securing the future of your business’s infrastructure. An IT professional’s foresight and preventive measures are truly invaluable.” – Jason Cary, VP of Sales at FTI Services.

Each support model offers unique functions that serve specific needs. Understanding their different functions and benefits can help you make an informed decision about what you should do to enhance your team’s effectiveness.

This article will examine both types of technical support services to help you get started. We’ll discuss their specific differences, when to choose each, and when you may want to consider a combination of both services.

The Key Differences Between an IT Helpdesk vs. Service Desk Support

Focus

Helpdesks solve simple issues like password resets or software glitches. IT support handles more complex tasks like managing systems and securing networks. Balancing these two functions is a good way to ensure that all issues are addressed quickly as each team will remain focused on their specific area of responsibility.

Note that remote access technology is expected to grow by 15.8% yearly until 2030, which indicates that more employees will work remotely. This increase makes fast, reliable support crucial because a larger remote workforce means that more devices and systems will need timely assistance and protection.

Skillset

Helpdesk staff need basic technical skills to address common issues like connectivity or software troubleshooting. IT support teams need a higher level of technical expertise to manage systems, secure networks, and handle critical IT tasks.

Here is a brief overview of the types of issues that may go to each service.

Directing users to the best experts to solve their issues improves the overall impression of your customer service. That’s because the user will speak to knowledgeable personnel right away. For you, that means higher revenue opportunities. Businesses with good customer service have 4% to 8% higher revenues compared to their competitors in the same market.

Responses

Helpdesks are known for providing immediate solutions to simple issues. When problems require more advanced troubleshooting, they are escalated to IT support, which takes a more methodical approach to resolving them.

In a combined environment, the process looks like this.

User Interaction

Helpdesks involve high levels of interaction with end-users as they handle frequent and simple requests. IT support teams, however, focus on more specialized interaction. These technicians also typically work more behind the scenes to maintain systems and address escalated issues.

How to Choose The Right Support Service For Your Business

Selecting the right support depends on your business needs. Consider factors like budget, IT infrastructure, and customer service goals. Then, analyze your IT infrastructure for complexity, assess customer service trends, and consider your budget for support expansion.

Here is when you should choose each type of technical support.

An IT Helpdesk is Right For You

If your business focuses on providing fast, front-line solutions for user problems, a helpdesk will serve you well. However, it’s not the best choice to choose an IT helpdesk alone if you have a sophisticated IT infrastructure. An IT helpdesk on its own should only be chosen if you have a small IT network with limited technical needs.

An IT Support Team is Right For You

If your IT infrastructure is intricate or you need specialized help for specific software tools, an IT support team is necessary. If you also have limited customer support needs, you may be able to deal with an IT support team that is not connected to a helpdesk.

You Need a Combination of Both

Combining both services provides comprehensive coverage for all your technical support needs. It’s also an easy way to resolve more tickets in less time. The helpdesk can solve simple issues to save the IT support desk agents time to work on highly technical issues.

As mentioned, most businesses who use both services make their IT helpdesk the single-point-of-contact for user inquiries. Once a user calls in, the agent may solve the problem within that call or redirect them to the right technician, depending on the specific issue.

Choose FTI Services for Both IT Support & Helpdesk Services

A combined approach to tech support is the ideal solution for the majority of businesses. However, that doesn’t mean that you will have to engage with two separate vendors to get both types of services. All you have to do is find an IT company that can provide you with both. Such an organization can reduce your annual IT costs by 25%.

FTI Services can do this. We employ an experienced technical support team that spans across our helpdesk and support desk. Our technicians can answer any questions in less than an hour so you can get back to your regular workday sooner.

Contact us today to get started.