The Help Desk is more of a Service Desk part that is more focused on solving problems than handling service requests. An example of a help desk request is my computer is slow why we can't connect to the internet why our environment is behaving strangely what is the reason why we are under attack what do we do in comparison the help desk handles the following requests how do i train new employees how do i set it up Printers, routers or servers? in this sector? Are we protected from cyber attacks? Help Desk or Help Desk What should I offer? It probably makes sense to have a help desk and service desk for end users, whether you work in an internal department or as a service to multiple clients.
Hence the two terms are almost synonymous today. Users need support and advice before anything happens but they also need support when they have problems. The exciting thing is that the more help desk support you provide, the fewer help desk requests you receive. This can also be understood as a managed service help desk versus a break-fix help desk. And an example of how it works in practice Let's take a cybersecurity situation as an example. If you don't provide help desk-style consultation and implement cybersecurity best practices, the chances of your customers being attacked increase dramatically.
This could start with a data breach ransomware attack or a phishing attack. This forces your team into crisis mode and requires employees to think afterward. This is a dire situation for customers. They are less likely to recover data or limit damage. You cannot predict when an attack will occur for your business which will increase the required time and cost that must be invested in the event of a successful attack. In contrast, if you conduct a network security review immediately after a new customer is onboarded.