Help desk vs. service desk, what is the difference?
In short, a help desk is a customer service department that provides support for users of computer systems and software.
A service desk is a type of support organization that provides support for customers’ equipment, facilities, or services. In this context, a help desk is often set up to handle the problem of technical support.
However, in a lot of companies that offer these services often just use this concepts as synonyms, and will therefore often not differentiate between the two.
Below we have shown how a typical scope could look like.
What do you typically get with a service desk agreement?
How much is included in the scope of the agreement depends on your business’s needs; since no business is the same, we customize the scope to your needs. However, we compiled a small example below of what typically is included.
What best describes your situation?
Office 365 & IT-Support
Customer Service Outsourcing
What is IT support & outsourced customer service?
When it comes to IT support, things can become very vague, since it can have a very abstract scope. It can include support for usage and troubleshooting of software from Microsoft. However, it can also include network, general software, or hardware issues.
Other examples may also include printers or user permissions.
The possibilities are endles, and can be customised for your company’s needs.
Phone Customer Service:
Our phone support functions like a service desk, where we are your first line support. We can be hired to either forward calls, or to help customers with their troubleshooting.
With our services you can expand your customer service opening hours with the flexibality you need without having any issues with staff or massive added costs.
We can help 24/7 in multiple languages, the main languages being Danish and English.
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What is an IT service desk?
Frequently Asked Questions
Outsourced customer service can work in many ways. It can work as an extended part of your exciting customer service to take the overload, or it can work as an overlap from out of business hours’ customer service. There is also the option that it can work as a redirect service. Lastly, it can work as IT service desk, to manage more complex solutions.
There are five main reasons to outsource.
1. More flexibility with staff, since we cover you here.
2. Flexibility with customer service’s opening hours.
3. Save on staff expenses.
4. Reduce overload on your own customer service.
5. Redirect calls to better serve your customers.
As a starting point it’s negotiable since we customize scope and service depending on your company’s needs. However, we do most of our work within the Microsoft environment, which includes stuff AD directory, installing and setting up mails, users, and other needs within the Microsoft 365 family. And if needed we also support older versions of Office and Microsoft.
Within our scope is also things like password retrieval or user administration.
For each of our customers we create one or more numbers that we archive in our system, so we also know that it’s you or your customers calling.
We have dedicated team members that have the right knowledge to best serve our customers’ knowledge needs, so your calls will be handled professionally and to our best ability.
Usually we answer about 95% of all our calls, since force majeure can occur.
It depends on the agreement. We provide our services at normal business hours 8-17, but we also work with 24/7 agreements. It all really depends on your business needs, and the extent of the scope.
We currently offer our services in Danish, English, and Polish, again specified on what you need.