IT Support Vs. IT Helpdesks: Which One Do I Need?
Having IT that functions smoothly is essential for any organisation.
But if you’re like most businesses, IT failures are inevitable at one point or another. UK businesses experienced 50.5 million hours of disruptive downtime last year alone.
Outsourcing support can help you combat IT problems faster and avoid lost revenue. But, when technical issues arise, should you turn to IT support or a helpdesk?
While many organisations confuse the two, helpdesks typically take on a more administrative role while IT support has trained technicians to resolve issues. Understanding their differences can help you decide whether you should outsource IT services and which service will best benefit you.
IT support vs. helpdesk at a glance
Companies might require IT support, a helpdesk or both. A helpdesk usually logs tickets, issues or incidents and passes them on to IT support to resolve.
IT support:
- Resolves IT issues within an organisation
- Plays a technical role
- Has staff trained in complex IT issues
- Can be in-person or remote
IT helpdesk:
- Logs and manages IT tickets (and passes them to IT Support)
- Plays a more administrative role
- Staff is not necessarily trained in IT
- Typically performs duties over the phone or online chat
What is IT support?
IT support is an outsourced service that troubleshoots and resolves IT issues for an organisation. UK businesses state that the top reasons for outsourcing IT include avoiding needing to hire and train relevant staff, improving efficiency, and cutting costs.
IT support staff may receive and action tickets from a helpdesk in order to carry out the technical side of resolving issues. Services typically involve trained professionals across multiple areas, from installing and updating software to managing networks.
Common IT support services include Cloud support services, which help with installing and managing cloud solutions like Microsoft 365, and data protection services, which help businesses avoid breaches and ensure compliance with privacy regulations like GDPR. Managed cybersecurity keeps companies safe from cyber attacks and communication support enables the setup and maintenance of reliable communication systems. IT infrastructure services can also help businesses handle foundational IT systems, like storage.
Types of IT support
IT support service desks can be local (specific to a single organisation), centralised (serving multiple organisations), or virtual (with no physical location).
IT support is typically structured into four tiers, each providing different levels of assistance:
- First line IT support: The initial point of contact for users, handling basic issues and queries.
- Second line IT support: Deals with more complex problems that first line support cannot resolve.
- Third line IT support: Consists of specialists with deep technical knowledge, handling advanced issues and system modifications.
- Fourth line IT support: External support from vendors or specialists outside the organisation for highly specialised or proprietary issues.
What is an IT helpdesk?
An IT helpdesk serves as the first point of contact for users needing IT assistance, recording user issues and requests in a ticketing system for tracking and resolution. Helpdesk staff categorise issues based on type and urgency, monitor ticket status, update progress, and coordinate with IT support to ensure timely resolution.
Tasks handled by the helpdesk include:
- Logging tickets
- Providing basic troubleshooting (e.g., password resets, software guidance)
- Escalating complex issues to higher support tiers
- Communicating with users about ticket status and resolution times
- Performing administrative duties such as maintaining documentation, generating reports, and ensuring compliance with service level agreements (SLAs)
What’s the difference between IT support and helpdesks?
There are several critical differences between IT support and helpdesks.
Technical vs. administrative
IT support is focused on resolving technical issues and managing IT infrastructure, requiring specialised technical skills. In contrast, the helpdesk plays a more administrative, customer-service-based role, primarily logging issues, categorising them, and managing the flow of tickets.
Staff training and expertise
IT support staff are highly trained in technical areas such as networking, software, and hardware troubleshooting. Helpdesk staff, on the other hand, need strong communication and organisational skills, with basic IT knowledge to identify and categorise issues.
The point of contact
The helpdesk serves as the first point of contact for users needing IT assistance, logging and managing tickets. IT support acts as the problem solver, addressing and resolving the technical issues escalated by the helpdesk.
Impact on the organisation
An effective helpdesk improves efficiency by streamlining issue reporting and tracking, ensuring that IT support can focus on resolving complex problems. Together, they ensure minimal downtime and enhanced productivity, contributing to the overall efficiency and effectiveness of IT operations within the organisation.
When to choose IT support or helpdesk?
Companies with limited budgets may benefit from a helpdesk to manage routine inquiries cost-effectively. Larger organisations with more complex IT needs require both a helpdesk for initial contact and IT support for technical problem-solving.
Situations where a helpdesk is sufficient
A helpdesk is ideal for handling high volumes of minor issues. For example, if employees frequently forget their passwords, the helpdesk can efficiently reset passwords and guide users through the process.
Basic software or printer connectivity guidance are also issues that could be resolved by a helpdesk. They are also well-suited for initial customer support, ensuring that IT-related requests and inquiries are logged and managed systematically.
Scenarios requiring direct IT support
Direct IT support intervention is necessary for complex technical issues. For example, if a company experiences a network failure that disrupts business operations, IT support is needed to diagnose and resolve the issue. Similarly, server problems, disaster recovery or managing cloud applications would require IT support.
For tasks involving advanced configurations, like setting up a new virtual private network (VPN) or installing cyber security software would likely require the skills and experience of IT support professionals.
Outsourced vs. in-house IT support and helpdesk
When setting up IT support or a helpdesk, many companies wonder whether it is better to outsource or work with an in-house team.
While there are benefits to having an on-hand team, outsourcing offers:
- Access to wider and more deeply trained experts rather than jacks of all trades
- Experts that are always up-to-date with the latest tech and solutions
- Fewer costs for continuous hiring and training
Outsourcing to a provider like Arc Systems offers highly trained specialists in all areas of IT, along with the expert tools and processes to bring them together to look after customers.
Get started with IT support or helpdesk today
Outsourcing IT support or helpdesk services can be instrumental to the efficient running and ultimate growth of an organisation. A helpdesk can help handle high volumes of minor issues and provide initial support, while IT support can tackle complex technical problems.
To get started with the right kind of help for your business, first assess your specific needs, budget, and the nature of IT issues. Choose a trusted IT services provider like Arc systems, which offers reliable local IT support in London and IT support in Essex. Look out for providers with extensive partnerships and certifications and positive online reviews.
Speak to an Arc IT expert to learn how IT support services can help you improve operations and boost revenue today.
FAQ
Is a help desk and IT support the same thing?
No, a help desk and IT support are not the same. Despite the fact some organisations do combine the two, a help desk primarily logs and manages IT tickets and resolves basic issues, while IT support resolves more complex technical issues and maintains IT infrastructure.
What is the difference between ticketing and ITSM?
Ticketing refers to the process of logging, tracking, and managing individual IT issues and requests. IT Service Management (ITSM) encompasses a broader set of practices for designing, delivering, managing, and improving the overall IT services within a company.
What is the difference between desktop support and service desk?
Desktop support focuses on resolving technical issues related to individual computers and workstations. The service desk provides a centralised point of contact for all IT-related issues and requests, including but not limited to desktop support.