Atlanta IT Support Provider Explains IT Helpdesk vs. IT Support
The term IT helpdesk is often used interchangeably with IT support. While an IT helpdesk is part of most IT support strategies, there are real differences between IT support vs. IT helpdesk services. Usually, this difference is a simple matter of technical expertise.
| “Hearing that IT support technicians are generally more experienced than people who work at IT helpdesks may raise questions about the purpose of having an IT helpdesk. However, there are good reasons to combine the two services.” – David Gracey, Founder & President of Network 1 Consulting |
Many IT helpdesks are managed by customer service professionals with limited technical knowledge. By limited, we don’t mean that they are tech-inept; we simply mean that they usually focus on simpler problems, such as password resets, to save time for the more experienced technicians to focus on complex issues.
In this article, a reliable IT support provider in Atlanta explains why using both an IT support team and an IT helpdesk can dramatically improve efficiency, productivity, and user satisfaction. This strategic use of time and resources is only one of many reasons why it’s common for businesses to combine these two services. The rest of this article will explore more reasons why - and who typically manages which technical issues.
When Should You Call an IT Helpdesk vs. IT Support?
You should call an IT helpdesk when you need quick assistance with straightforward issues, such as password resets or basic troubleshooting. IT support is better suited for diagnosing and resolving deeper technical problems that require advanced expertise, such as system failures or complex network errors.
Although, many IT providers use their IT helpdesk as a single point of contact. Helpdesk agents can then route the caller to the appropriate tech support person for the caller’s specific issue.
In either case, it’s still important to understand why certain issues go where. So, here is an overview of some examples.
| Situation | Contact | Why |
| Forgotten password or locked account | IT Helpdesk | They can quickly reset credentials and get you back into your system without needing advanced technical work. |
| Unable to print from the office printer | IT Helpdesk | They can guide you through basic checks and fixes before escalating if hardware or network issues are involved. |
| Computer is running slowly after a software update | IT Support | This could involve deeper system diagnostics, possible compatibility issues, or performance tuning. |
| Email not syncing on phone | IT Helpdesk | They can walk you through account settings and basic connectivity checks. |
| Network outage affecting multiple departments | IT Support | This likely involves infrastructure-level troubleshooting that requires advanced skills and tools. |
| Error message when opening a business application | IT Helpdesk | They can confirm common fixes or escalate to IT support if it is a deeper software issue. |
Why Use Both Services Instead of Choosing IT Helpdesk vs. IT Support?
Due to their higher level of IT experience, most IT support agents can also solve the problems that IT helpdesk services cover. However, that doesn’t mean having both types of support is useless. Here are some of the key reasons why you should use both.
Faster Problem Routing
The average business loses 15.3 minutes of employee productivity to IT downtime each day, but when both services are in place, issues can be directed to the right resource faster. The helpdesk can quickly identify if a problem needs escalation, which shortens the time it takes to get to a solution. This also prevents experienced IT support staff from spending time on tasks that the helpdesk can handle.
Broader Availability
Having both services gives businesses more coverage across different types of issues and different times of need. A helpdesk can provide quick responses during regular hours or after hours through extended service models, while IT support teams can step in for complex cases during dedicated service windows or on-call shifts.
Reduced Backlog
When routine requests are handled at the helpdesk level, IT support teams have more time to focus on projects, preventative maintenance, and long-term improvements. This balance helps businesses avoid delays in resolving complicated problems that directly affect operations.
Communication
Businesses lose an average $75 billion a year to poor service. Working with IT helpdesk agents can reduce that risk for you. Helpdesk teams are generally experts at customer support. They can act as a bridge between the end user and IT support by gathering the right details and passing them on in a way that makes problem-solving simpler.
Improved Documentation
With two teams involved, more detailed records can be created for each issue. The helpdesk can log the initial problem and steps taken, while IT support adds advanced troubleshooting notes. This creates a clear history that can be used for training, audits, or recurring problem analysis.
Consistent Service Quality
Splitting responsibilities between a helpdesk and IT support allows each team to specialize. Helpdesk staff focus on delivering consistent responses for common issues, while IT support concentrates on complex problem-solving. This division helps maintain a steady quality of service across all types of requests.
Better User Experience
82% of people wish there were more human interaction in IT support, but companies often rely on self-service options and chatbots due to resource limitations. Having both an IT helpdesk and an IT support team makes it easier to provide the level of personal service users expect. The helpdesk resolves everyday problems quickly, which gives IT support time to focus on complex cases and building rapport.
Count on a Trusted IT Support Provider in Atlanta as Your IT Helpdesk and Support Team
If you’re convinced that you need both support desk services, but are concerned about having to work with multiple vendors, you don’t have to be. Finding a strategic IT partner who can cover all of your support needs should be your goal instead.
Network 1 Consulting can be that partner. Our team is dedicated to your service at all support levels, which is how we achieved a 98.4% average customer satisfaction rating. Our IT helpdesk and support team’s combined efforts help us maintain an average 17 minute or less issue resolution time for all of our satisfied clients.
Contact a trusted Atlanta IT support provider today and experience faster, smarter, and more reliable service for your business!
