The technical support area is essential for companies to be able to carry out their operations and processes correctly. It is generally divided into help desk and service desk , which are differentiated by their level of knowledge and resolution of problems of lesser or greater complexity.
Don't worry, you're not the only person who has been confused or has had doubts when referring to help desk or service desk . Keep reading and find out once and for all what the difference is between the two terms.
What is help desk?
Help desk is an English term guadeloupe email address that can be literally translated as help desk . It refers to a customer service that is looking for some type of technical support, generally related to computing or telephony.
The help desk is the first line of contact between companies and customers when it comes to providing pre- and post-sales support . Its objective is to handle low-complexity incident tickets that can be resolved quickly. According to a study by Zendesk, there are an average of 492 tickets per month in a company.
Help desk technicians , also known as Tier 1 support , are responsible for collecting accurate information about customer requests, troubleshooting issues within their knowledge, and escalating more complex issues to Tier 2 support .
The help desk will also be responsible for managing the ticket management system to prioritize customer requests and respond to them in the shortest possible time.
However, just because they can escalate more complex issues to the next levels of customer support doesn't mean that the help desk can't improve. Ongoing training will increase satisfaction levels and incident resolution rates at the first level.
A study revealed that the most commonly used metrics by help desk teams to improve their performance include average speed to respond (79%) , number of incidents logged (79%) , average call abandonment rate (68%) and first contact resolution rate (64%) .
Remember in the previous topic we were talking about level 2 support ? We were referring to the service desk .
The service desk could easily be classified as the older brother of the help desk , as it is the most specialized technical support area that is capable of solving highly complex problems.
The big difference between help desk and service desk is that more complex incidents will have the help desk as the initial point of contact, but will be referred to the service desk to be resolved by a more specialized group of technicians.
Professionals working in the service desk area must have extensive knowledge of the company's products and services, as well as certificates proving that they are qualified to resolve any problems that may arise.
69 % of service desk employees receive between 10-40 additional hours of training each year. The most popular types of ongoing training include internal procedures (80%) , product/service information (68%) , IT-specific skills (63%) , and security policies and procedures (42%) .
The service desk also works on identifying internal and external infrastructure problems in order to prevent them and thus improve the company's products or services.
