More Than a Help Desk

Here at ITP Solutions, we describe ourselves as being “more than just a help desk”, but what defines that exactly?

The opposite of an IT help desk solution is often referred to as an IT ‘service desk’ solution or ‘information technology service management” (ITSM).

Someone who offers a help desk support versus someone who offers a service desk support are both proficient in overall business support but serve different purposes with different responsibilities.

Help desks can be seen as a reactive, emergency hotline for swift fixes. Often through troubleshooting, help desks take the heat off in an immediate situation, and can be a great remedy to a business tackling common, everyday IT issues (such as software issues or login difficulties).

In the other court is service desk support, which is often administered through those who refer to themselves as offering an IT partnership (like us!) By nature, service desk support is adept and remains agile to addressing the big, systemic problems with a holistic and strategic vision.

In short, the scope of a service desk provider is much broader than a help desk – and much more proactive. If you have a large volume of small requests, then a help desk solution may be sufficient, but if you are seeking a comprehensive arrangement that can:

1. Prevent problems at the source

2. Upkeep the stability of your IT infrastructure

3. Maintain cybersecurity

And more!

Then a service desk solution may be the fix for you.

There is value in solidifying a relationship with an IT partner to provide service desk support at any point in the lifecycle of your business. Whether your business is scaling up and having a growth spurt or the business’ decision makers wish to outsource the IT upkeep to well-versed professionals, we realise that it is only natural for the business to need time to adapt to the shift.

Rest assured, we get to know your business from the inside out from day one and have 20+ industry experience. Contact us today!