What Is The Difference Between Helpdesk And Desktop Support?

Helpdesk and Desktop support are jobs that both handle a similar task which is communicating with people, managing incidents, and requesting services.

A company needs to have an efficient and clearly defined support system.

The support system is typically composed of a desktop support or help desk. 

This article will give you in-depth knowledge of helpdesk and desktop support. Follow through as we guide you.

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Differences Between Helpdesk And Desktop Support

There are differences between helpdesk and desktop support. These differences include:

Workplace

Both help desk experts and desktop support staff often work remotely. Companies often offer desktop help and desktop support groups rather than keeping teams on site.

During a typical work day, a desktop specialist accesses remote devices to solve software problems. These technicians can also, from time to time, solve hardware problems by repairing or updating wires, monitors, or printers themselves.

In comparison, help desk staff communicate with clients about their questions and problems over the phone or within a lively conversation.

Type Of Assistance

The desktop support team provides a unique solution to staff issues through software or hardware. The desktop support worker solves and fixes problems, usually without consulting other departments.

They may also access the device of employees and work with software that requires attention, solving any issues reported by the employee.

Although help desk technicians often provide general customer support, desktop support staff often focus on providing specialized services to advanced software users.

The help desk specialists may answer common questions, resolve fundamental issues, and then refer clients to other departments for more complex applications.

They usually manage the support process by explaining how the customer can solve their problem rather than engaging themselves in applying the solution.

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Desktop Support

Desktop support specialists often access computers remotely and work with the end-user to solve software and network problems.

Desktop support is usually a self-contained program that often solves problems without sending helpers to a different department.

Desktop support is a group that provides direct support for advanced computer users.

Skills Of A Desktop Support

There are specific skills that are necessary for desktop support. Some of these skills include:

Technical Know-How

Desktop support may work on various operating systems and types of software. Desktop support staff often develop technologies to help them remotely access multiple computers, printers, phones, and networks.

To find and fix problems effectively, professionals can also gain a deeper understanding of how various technologies work and what software updates and system changes have taken place within the company recently.

It can help them identify and address issues quickly, ensuring the people they help are satisfied.

Interpersonal Skills

Applying interpersonal skills at work can help desktop support professionals ensure that former users feel comfortable during troubleshooting.

Desktop support professionals need interpersonal skills because they often interact directly with the people they are helping, either remotely or face-to-face.

These skills can help them communicate effectively and understand social and physical symptoms.

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Helpdesk

The help desk team answers common customer service questions about company information, returns, and transactions. They can also help customers solve problems with their orders.

Customers often report a problem to the company’s help desk. The team can give them specific guidance or refer them to other employees better equipped to deal with a particular situation.

A help desk is a place or network responsible for answering customer service queries and dealing with customer concerns. It is usually the center of communication for customers who report problems.

It can be a desktop, phone line, or webpage.

Skills Of A Helpdesk Team

There are specific skills that are necessary for a helpdesk team. Some of these skills include:

General Company Information

As the help desk sends reported reports to specialized departments, experts need to know which department to contact for specific types of issues and how those departments can resolve issues.

For example, a service desk employee may know that the finance department is responsible for handling payment complaints.

Submitting a report to the relevant department increases the company’s efficiency in resolving the problem.

Employers often expect the help desk staff to have a general knowledge of the company’s policies and procedures.

Showing customers you know about company information and processes can help reassure them that you can solve their problems effectively.

You can do this by reading the company’s policies and preparing reference material that you can review while discussing the issue with the customer.

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Customer Service Skills

Help desk specialists provide customer service through direct, friendly, and sensitive language. Customers who contact the help desk experience problems with the company’s products or services, so professionals are responsible for solving their problems and ensuring they are satisfied. 

You can improve your customer service skills by using a cheerful tone, good language, and good manners, inspiring customers to trust you and the company.

Communication

The primary duty of the help desk is to communicate. Functioning at the help desk requires listening to the issues customers report and conveying solutions in a way that is easily understood.

It is also necessary for the help desk specialists to communicate effectively when the team transfers the client to another department that is better equipped to provide a solution.

Using clear and direct language when speaking can ensure that the team faces the right problem and uses an effective solution.

Conclusion

Organizations must establish a clear distinction between the help desk and desktop support to avoid confusion and keep your support process on track.

To give your users the best of both worlds, you need to use the help desk to manage problems remotely and desktop support to get site help.