The page does not load, the application continues to close and access does not seem to work: in our fast-paced multimedia world, technical difficulties are inevitable. Although it is almost impossible to avoid possible problems with our tools and technology systems, you can design the appropriate IT support solution according to the needs of your organization. Help tables and service tables that work well play a role in solving these technical challenges. While there are many discussions about what makes each one different or separate, and when or how to distribute the correct one, it is increasingly clear that as technology continues to evolve and our challenges are even more complex, the most useful discussion could be how two intersect for a more optimal solution.
Help desk
The help desk is simply the department called when you need to solve unexpected problems within your IT infrastructure as soon as possible. If a problem occurs, staff members search, identify and resolve. To do this, the help desk stands out for its close connection with the end user, which depends on its accessibility and responsiveness. Therefore, the help desk facilitates daily functionality for staff and end users, often with short-term solutions, whose main feature is immediate efficiency.
Service Desk
The service desk focuses on the big picture with long-term solutions, new developments and provides a coordinated strategic approach to manage IT services. Although it can carry out all the activities that a technical assistance service can carry out, it works to provide a wide range of IT services, in the formalization of daily processes and new elements with service catalogs, in addition to functioning as a single contact point to communicate. outside and inside. The service desk operates throughout the organization, with the general objective of optimizing all IT and business processes, including the help desk.
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