What is Desktop Support and Why Does Your Business Need It?

More and more businesses rely on technology to operate efficiently. This has resulted in a significant increase in the demand for technical assistance, troubleshooting, and IT support services.  

In fact, a recent report by events and services organization HDI found that 46% of IT support professionals surveyed saw an increase in ticket volumes over the past year. This was driven by a business’s acquisition of new applications, devices, and an influx of new customers. The same report also found that demand for remote support — which peaked in the COVID-19 pandemic era — has not declined even as workers returned to the office fully or partially.

One of the most critical IT support roles today is desktop support. In this blog, we will discuss what desktop support is, its benefits, and how it relates to helpdesk and service desk.

What is Desktop Support?

Also known as desktop computer support, this is a type of technical IT support that focuses on assisting end-users with questions and issues related to their computers and other related devices. Under this service, users typically contact an IT technician (also called a desktop support technician) within the company or through a service provider to troubleshoot and resolve problems with their hardware, software, or network security and connectivity.

Some common tasks and responsibilities under desktop support include:

• Troubleshooting and repair: Identifying and repairing issues with desktop computers, peripherals (e.g. mice, keyboards), and software applications.

• Installation and setup: Installing and setting up operating systems (e.g., Windows, macOS), programs, and updates on computers.

• User assistance: Guiding users on how to use their hardware and software effectively.

• Maintenance: This involves performing regular maintenance tasks like software updates, hotfixes, and system checks to ensure the optimal performance of devices.

• Security: Implementing security measures like antivirus software, firewalls, and intrusion detection systems to protect computers from malware, phishing attacks, and other threats.

What are the Benefits of Desktop Support?

With desktop support, businesses can enjoy the following benefits:

• Swift resolutions: Desktop support technicians quickly resolve complex IT problems through flexible remote or in-person services before they turn into bigger issues that can result in extended downtime.

• Improved productivity: Desktop support can ensure that employees can properly use their technology, maintaining productivity and efficiency in the organization.

• Reduced IT costs: Addressing issues and minimizing downtime proactively can help businesses avoid costly repairs and operational disruptions. Read to learn more about IT support costs.

How Is Desktop Support Related to Helpdesk and Service Desk?

Desktop support is a core function within a helpdesk or service desk. It’s like a specialized area of expertise — when someone calls with a computer problem, it’s normally the desktop support team who handles the issue.

Helpdesk vs. Service Desk

The terms “helpdesk” and “service desk” are commonly used interchangeably. However, there are subtle differences between the two. Let’s take a closer look:

What is Helpdesk?

Helpdesks are the first point of contact for IT issues. Desktop support is reactive in this environment as it handles immediate technical issues and troubleshooting for end-users. Helpdesk responsibilities normally include:

• Issue resolution: Identifying, analyzing, and fixing technical problems with hardware, software, and other related technologies.

• Ticket management: Receiving, tracking, and resolving support requests.

• Basic IT troubleshooting: A systematic method of identifying and solving technical problems.

• Escalation to higher-level support: If an issue cannot be resolved by an IT technician, the problem is escalated to more knowledgeable support staff.

Small- to medium-sized businesses (SMBs) often strive to maintain a helpdesk to allow IT issues to be resolved quickly. Unfortunately, some still struggle when managing this basic service. This is why many of them partner with managed IT services providers (MSPs) like Techmedics, who will then handle the helpdesk on behalf of the organization.

What is Service Desk?

Compared to helpdesks, service desks take a more proactive approach when it comes to IT issues. While they also resolve immediate issues, they also focus on the overall user experience and service delivery. It typically covers the following responsibilities:

• Incident management: Receiving and logging support tickets, troubleshooting and diagnosing problems, and documenting solutions for future reference.

• Service request fulfillment: Assisting with services like software installations and new account creations.

• Knowledge management: Maintaining a knowledge base of common issues and solutions to ensure consistency when providing support.

• Monitoring and reporting: Regularly monitoring IT systems for potential issues and tracking key metrics like call volume and resolution times.

• Change management: Efficiently implementing changes within a business while mitigating potential disruption.

Service desks are usually implemented by larger enterprises because they offer a more comprehensive IT service management framework. They also demand more manpower, which is a significant reason why SMBs struggle with implementing these services.

Can Your Business Have Both Helpdesk and Service Desk?

Yes! Having both a helpdesk and a service desk for your business can be beneficial. This ensures immediate responses to IT issues while also maintaining a strategic focus on improving your IT services and aligning them with business objectives.

If your Los Angeles, Dallas, or Denver business needs comprehensive desktop support, there’s no better provider than Techmedics. We have over 25 years’ experience in the IT industry and equip our helpdesk and support staff with efficient workflows and advanced tools. The best part? Our customer satisfaction rating is over 98%! Request a FREE consultation today.

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