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What is the difference between helpdesk and desktop support?

Discussion in 'The Lounge - Off Topic' started by Juelz, Feb 13, 2018.

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  1. Juelz

    Juelz Gigabyte Poster

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    cant find a clear answer to this question.
    WIP: A+
  2. nisseki

    nisseki Bit Poster

    Depends on the company as some companies mix these two together.

    Helpdesk is pretty much answering telephone calls, some require to answer to emails too.

    Desktop support is more hands on, fixing computers etc.
  3. JK2447
    Highly Decorated Member Award 500 Likes Award

    JK2447 Petabyte Poster Administrator

    Another one for depends on the company. One company I worked for had the helpdesk purely on phones, never leaving their desk, I think this is pretty standard now, and the desktop support guys were mobile within a building or a few buildings or even getting a car to drive where ever. Lately the two have been entirely phone and remote based, remoting onto machines and sending a 3rd party engineer out for anything they cant fix remotely
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  4. Sparky
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    Sparky Zettabyte Poster Moderator

    Depends on the company

    Would say that desktop support is really just desktop support whereas helpdesk could cover virtually anything as long as you don’t need to leave your desk.
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  5. nisseki

    nisseki Bit Poster

    Not forgetting that help desk is the initial point of contact for customer and do all the call logging and assigning to other teams.

    Desktop support is usually one of many teams that receive calls logged by 1st line and visit user face to face.

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