help desk roles and responsibilities

 Differences between Help Desk and ITSM Service Desk

Traditional Help Desk

It allows dealing with incidents within the technology infrastructure or the services it provides.

Facilitates communication between the user and the support team.

It keeps the infrastructure and services active on a day-to-day basis.

Keep a record and control of cases .

Communication with users is established by phone, email or in person.

Has basic skills of a call center help desk roles and responsibilities.

Manage telephone services.

Refer requests to other departments for processing.

It receives the request and redirects it to the technicians specialized in that task.

It offers support services supported by its own or external technicians to the company.

It also has more technical skills to manage incidents.

Its human team has basic IT skills and knowledge to solve certain incidents in the first instance.