Help desk vs technical support: How they support each other
Help desk vs technical support: what is the difference?
In the help desk vs technical support debate, a help desk handles general customer questions and routes tickets, while technical support solves the complex, technical problems that get escalated to it.
- A help desk is the first point of contact and manages most incoming tickets.
- Technical support works in tiers and fixes deeper, more technical issues.
- Both share one goal: fast, helpful after-sales support for customers.
In many companies, some teams look like they could merge. For example, to untrained eyes, help desk vs technical support seems like one of those cases. These two teams do share a lot. Still, their differences are what make them useful. In fact, if only one of them existed, service would suffer, especially for tech and service-focused businesses.
What is a help desk?
A help desk exists to help the end-users or customers. So it handles problems, issues, and general questions about a company’s products or services. In most cases, it also manages the bulk of the tickets and sends them to the right place. For example, if a complaint is too technical for help desk agents, they can divert the call to a tier of tech support.
What is technical support?
Technical support, or simply tech support, is often mistaken for a subsection of the help desk. In reality, this “subsection” is a whole other division itself. So it handles the highly technical tickets and calls that get diverted from the help desk.
The technical support team works in different tiers, or support levels. These levels keep the unit organized. Many tickets flow through the system each day. Still, the tiers help tech specialists stay present, productive, and efficient. The right technical support tools make this even smoother.
Technical support levels decoded
This department usually runs three to four tiers. In short, the exact number depends on how many customers the company handles each day.
| Tiers | Nature of problem and trigger response |
| Level 0 | Pertains to self-help sections for customer service:
If the issue cannot be resolved, it can be endorsed to L1 support. |
| Level 1 | Basic technical support that involves the end-user’s cooperation. L1 tech specialists often have a script to follow procedures. If there are no viable solutions, the call will be diverted to an L2 specialist. |
| Level 2 | Those that can’t be handled by Tier 1 are escalated to experienced Level 2 tech associates. They have in-depth product knowledge used to create a solution. If not, the ticket then goes to the next tier, L3. |
| Level 3 | Subject matter experts (SMEs) can be found in this tier. They have a profound knowledge of how the product works inside and out. Most tickets are solved in this tier but if it’s not, it goes to the final level: Tier 4. |
| Level 4 | This tier is the last known measure that tech support analysts can go through. This level is “reserved” for issues that are out of the company’s reach. This is where vendors and other external parties get involved to solve a ticket. |
Help desk vs technical support: differences and similarities
Help desk vs technical support have differences that let them complement each other. For example, a help desk agent may not be able to fix a technical issue. Meanwhile, a general question can eat up a tech specialist’s time for harder problems. So this split of duties helps the company deliver smoother service to its users.
At the same time, both teams share a common goal. That goal is to give after-sales support and solve customer issues as fast as possible. They also tend to use the same systems and channels, such as phone, email, and chat. Still, tech support leans on the phone more, especially for complex problems.
Help desk vs technical support: tools and software
Both help desk and technical support specialists need the right tools to do their jobs well. As noted, they often share the same systems. Here are some of the main ones. Many teams also compare full call center software suites that bundle these features together.
Ticketing system
A ticketing system, also known as an issue tracking system, lets every agent track how many tickets sit in the queue. In short, it is a form of queue management for incoming requests. As a result, agents stay more organized and productive through the day. So nothing slips through the cracks.
Customer relationship management tools
Customer relationship management programs are key for both teams. These tools pull all the needed customer information into one screen. For example, this includes whether the person is a new or loyal customer, their request history, open tickets, and contact details. With it all in one place, agents save time and skip manual searches.
VoIP cloud system
VoIP, or voice over Internet Protocol, lets teams take calls without landlines. It is one of the fastest ways to reach someone. In addition, it is more reliable and more sustainable than standard phone lines. Many providers now offer full VoIP call center solutions built for support teams.
Cloud office suite
Google Workspace and Microsoft 365 lead this space. Even outside tech, people use these tools to work together. They let staff reach their files and tools anytime and anywhere. All you need is a compatible device, like a laptop or tablet, and an internet connection. Teams often add chat tools for customer support to handle live questions.
Reasons to outsource help desk and tech support
Maybe the strong figure of up to 70% cost savings has not won you over yet. If so, here are more reasons why many organizations partner with outsourcing companies like SixEleven.
Lower labor costs
Labor costs in some developing nations are much lower than in developed ones. For example, this comes down to the lower dollar-to-local-currency ratio. It also reflects the wider behavior of their economy.
Lower overhead expenses
When you outsource, you skip the need to buy extra office space or equipment. After all, providers already have this covered. As a result, your business can scale up or down more easily as market needs change.
More opportunities for growth
The more firms outsource, the more they open doors to job seekers and untapped talent. For example, business process outsourcing companies often run mass recruitment to meet the demand of their biggest clients.
Help desk vs technical support: two peas in a pod
All things considered, these teams are like two peas in a pod. People often mix them up. Still, their differences and unique strengths let each one shine. Meanwhile, their similarities create harmony and teamwork. In the end, both work hard to support customers, no matter what.
Help desk vs technical support: FAQs
To make the roles of help desk vs technical support clearer, we answer the most common questions below.
FAQ 1: Can help desk be turned into tech support and vice versa?
It is possible, but it is not practical. So training would be needed first. After all, each unit needs its own subject knowledge, especially technical support.
FAQ 2: Are help desk and tech support the same as customer support?
They all help customers, so you can view them as parts of a bigger unit. Customer service is the umbrella term for every team that serves the user base.
FAQ 3: Can these two be without each other?
Yes, but only up to a point. If a company does not work in tech, a help desk alone can handle customers. However, a tech business simply cannot run well without a tech specialist team.
FAQ 4: Can they coexist in one department?
Yes, they can share one department. As noted, though, you must set clear lines between their roles. Moreover, some companies opt to outsource one of these sections to save on resources such as office space and overhead.
FAQ 5: Can help desk and technical support be outsourced?
Yes, you can outsource both teams together. In recent years, more businesses have turned to outsourcing to cut costs and boost availability. For example, providers often keep staff available 24/7. In addition, their added skills help companies improve the customer experience.
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