The Key Differences Between IT Support vs. IT Helpdesk Services

Jan 20, 2025

The key difference between an IT helpdesk vs. IT support is the skills that each team provides and the types of technical issues they solve. Most IT helpdesks have more of a customer service focus, while IT support teams usually have higher-end technical knowledge.

“Organizing your technical support service into tiers will help you cover more issues in less time. An IT helpdesk essentially behaves as a support tier.” – Danny Tehrani, CEO of Computers Made Easy.

However, being focused on customer support doesn’t mean that IT helpdesk agents can’t solve technical problems. It simply means that the types of problems that they can solve on their own will be limited to basic troubleshooting and account issues.

The rest of this article is here to explain how an IT helpdesk is different from an IT support service. We will take a closer look at what an IT helpdesk is, why having one is beneficial, and how an IT helpdesk will assist your tech support team.

What is an IT Helpdesk?

An IT helpdesk is a centralized resource designed to provide technical support, troubleshoot issues, and offer solutions for IT-related problems within an organization. It serves as the first point of contact for employees or customers who need assistance with hardware, software, network connectivity, or other IT services.

Is It a Software or a Service?

The term “IT helpdesk” could refer to either a software tool or a human-run service, depending on the specific context. As software, it is a platform designed to manage and organize support operations through features like ticketing systems, knowledge bases, and performance-tracking tools. As a service, it refers to a team or department providing technical support to resolve IT issues.

In many cases, an organization’s IT helpdesk is a team of human employees who work alongside a software tool. As of 2024, 53% of IT service teams also use IT helpdesk software in their daily operations.

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Comparing IT Support vs. Helpdesk vs. Service Desk

IT support, helpdesk, and service desk each serve unique roles in IT service delivery. IT support addresses technical issues and maintains systems. A helpdesk resolves user-reported problems from a centralized point of view.

A service desk manages broader IT services and aligns IT processes with business objectives. The table below provides more detail on these roles.

	IT Support	Helpdesk	Service Desk
Scope	Covers maintenance, troubleshooting, and upgrades.	Focuses on resolving incidents and handling requests.	Includes helpdesk functions and additional IT management tasks.
Purpose	Maintains the functionality of IT systems.	Reduces downtime by addressing issues quickly.	Manages IT services to improve alignment with business goals.
Users	Assists anyone needing IT system support.	Helps employees or customers with issues.	Supports business units needing IT services and coordination.
Tools Used	Uses diagnostic tools, remote access software, and monitoring systems.	Uses ticketing systems, knowledge bases, and service platforms.	Uses ITSM tools, service catalogs, and configuration management databases (CMDB).
Common Example	Fixes hardware issues or updates software.	Resets passwords or troubleshoots login issues.	Manages IT change requests or coordinates IT policies.

How an IT Helpdesk Team Can Help an IT Support Team

Using both an IT helpdesk and an IT support team helps business owners solve more technical problems quickly. This benefit is critical. As CloudSecureTech notes, 93% of businesses rely on technology to function, so a simple IT issue can lead to complex business problems.

However, your IT support team will also appreciate the benefits of IT helpdesk services.

1. Improved Issue Prioritization

The IT helpdesk team handles incoming support requests. They categorize and prioritize tickets based on urgency and impact. This streamlines workflows for the IT support team and ensures critical issues receive attention promptly.

2. Enhanced Communication With End-Users

Helpdesk staff act as the first point of contact for users. They gather detailed information about issues and provide clear instructions and updates. This clarity ensures the IT support team receives accurate information and saves time during issue resolution.

3. Centralized Documentation

Helpdesk teams create and maintain records of recurring issues, resolutions, and user feedback. These records help the IT support team identify patterns and implement proactive solutions. This reduces the likelihood of recurring problems.

4. Fewer Interruptions for On-Call Staff

The helpdesk absorbs a significant portion of immediate user requests. This reduces the frequency of interruptions for IT support team members. It allows them to concentrate on critical tasks without constant distractions.

Learn More About Using IT Support to Maintain Customer Satisfaction
How to Handle IT Support Tickets Efficiently
Understanding the True Cost of IT Support for Small Businesses
The 6 Most Essential IT Helpdesk Best Practices You Need to Know About

5. Reduced Burnout

The IT helpdesk handles routine tasks like password resets and basic troubleshooting. This reduces the volume of repetitive work for the IT support team. A manageable workload allows team members to stay focused and maintain their motivation. Plus, it helps you retain employees. Burned-out employees are 2.6 times more likely to leave.

6. Clearer Focus

The IT helpdesk filters requests and escalates only technical challenges that require advanced expertise. This ensures the IT support team can dedicate time to tasks aligned with specific skills and specializations instead of spreading their capacity too thin.

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If you need both an IT support team and an IT helpdesk to assist them, you can find them both from one great IT partner. Computers Made Easy employs tier 3 technicians who can answer your call within just 15 minutes on average. If you need us onsite, we can also come to any office in North America using any ZIP or postal code.