A Desktop Support Specialist is focused on troubleshooting different software packages, hardware devices, and other peripherals. Plus, there’s no guarantee that the service desks and help desks reported in this HDI survey align to our descriptions above. Due to their day-to-day interactions with IT, people often misconstrue ITSM as basic IT support. On the contrary, ITSM teams oversee all kinds of workplace technology, ranging from laptops, to servers, to business-critical software applications. Does it matter if you use the term help desk, service desk, or ITSM to describe IT support? It does – as you might be underselling or overselling capabilities (either to yourself or others) including your IT support technology.
There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. As long as customer service has existed there has been the customer who cannot be pleased. However, if you decide to move forward, becoming a help desk technician is a great place to start a rewarding career in tech. Some people never grow the thick skin you need to have to deal with some of the backlash that comes.
They may need to troubleshoot problems with hardware or software, explain how to use certain features, or provide information about upcoming changes to the product or service in question. If you’re still confused about the help desk engineer differences between a service desk and a help desk, don’t fret. It’s true that the distinction can feel a little nitpicky, so we’ve tried to make it clearer by walking through all of the differences between them below.
For example, both careers require troubleshoot, help-desk support, and technical support in the day-to-day roles and responsibilities. As customers become more demanding, businesses are beginning to focus on providing a better customer experience. This means that service desk engineers will need to focus on providing excellent customer service and resolving issues quickly and efficiently.
Alternative Careers and Related Jobs For a Help Desk Technician
You’ll notice that some of these processes – like IT asset management, problem management, and change management – fall outside of the scope of basic IT support. That’s because ITSM encompasses all of the activities involved in delivering IT to the business. While the scope of ITSM is broad, service desks and help desks are much more narrowly defined, and only represent smaller pieces of ITSM. The need for more technical talent is a trend that is being felt across all industries, but it is especially prevalent in the service desk industry.
With end of support for our Server products fast approaching, create a winning plan for your Cloud migration with the Atlassian Migration Program. We help Procurement and Recruiting departments faced with the challenge of filling multiple IT-related openings for either long-term employment, or short-term projects. They need to find reliable candidates, with the right expertise, quickly and at the right cost to enable their company to remain competitive, and to increase profit and efficiency.
Career Change Profile
Specifically, they’re 7.8% more likely to graduate with a Master’s Degree, and 0.3% more likely to earn a Doctoral Degree. An IT help desk’s main function is to enable business processes by providing integrated support. The support provided can be adapted to the needs of each individual business. A help desk solution is the main point of contact for service requests and user issues.