help desk job

 From the Help Desk to the Service Desk

The introduction of PCs in the 1980s was the phenomenon that gave rise to what would later become the IT support market. It is precisely at this time that the first Help Desk or Help Desk in Spanish was born; which were far from having the characteristics and efficiency of the current Help Desks.

 

It is not until the end of the 80s when the ITIL framework comes to the rescue to propose a better way to manage Information Technology. This set of best practices introduced the concept of an integrated Service Desk as a single point of contact for all IT-related customer requests.

 

Service DeskAlthough many times they are used as synonyms, thanks to the fact that they share common functions; the terms Help Desk and Service Desk encompass completely different concepts. As a technical support center, the Help Desk helps customers get the most out of technology. The Help Desk provides high-level technical services and focuses more on incident, asset, and basic change management.

 

The Service Desk, for its part, is not only dedicated to providing excellent technical support; It is also closely related to all IT processes and part of its role is to focus on business needs as well.

 

To make this point clearer; Let's see exactly what are the functions that each one fulfills within the company.

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The Help Desk

A Help Desk or Help Desk is a tool that organizations use to provide assistance or advice to clients in response to a particular request. It aims to provide information and technical solutions to customers.

 

Normally, Help Desks are made up of groups of technicians; who are in charge of using their specialized knowledge to find the solutions that best answer the questions or requests of the clients. This process of seeking and providing solutions is divided into two levels according to the complexity of the request:

 Level 1

This level handles common situations where the customer simply requests more information about a product or service. At this stage, the hotline is responsible for identifying needs and providing advice.

 Level 2

Here the level of complexity of the requests increases. Requests at this level typically require the technician to assist the customer in a more personalized way either through phone support or through On-site support help desk job.

 

Help Desks offer quick and practical solutions to customers; they also represent a point of contact between the company and the consumer. This point of contact serves not only to solve problems but also to motivate customer loyalty with the brand.