Help Desk Definition
Help Desk are typically more tactical and focus on quickly addressing immediate needs, technical issues, and end-user incidents. The help desk is inherently responsive, but is expected to be efficient and fast. IT support centers can be used separately or as part of larger service center operations to improve customer service across the enterprise.
Help Desk VS NOC – Difference between Network Operation Center & Help-Desk.
NOC operation center are often confused with service centers, and many people cannot distinguish between them. First of all, these two functions are very different from each other in terms of function and scope. These two differences can be identified using a single statement. The NOC interacts with the MSP and the helpdesk interacts with the end customer. Explain the differences in more detail and make them easier to understand.
1) A help desk is like a call center specifically designed to answer questions directly from end-customers who have problems on the front line in the field. On the other hand, NOC deals with MSP (Managed Service Provider), not with the end customer. If a problem arises, the MSP can contact the NOC for a solution to the problem and respond to the request.
2) NOC: Focused on Network and Systems – They serve as a sort of mission control center for monitoring and network management, including system security, performance, and backup processes.
Help Desk : Focused on End Users – The help desk responds directly to end users or their representatives and resolves any technical issues. In many cases, you can initiate a communication by clicking the help icon, sending an email, or making a phone call.
3) Help desk that stays internally within the MSP organization. This allows the MSP to individually support individual users who need help with things like connection problems and PC problems.
Since NOC services are outsourced by MSP to NetEnrich, NetEnrich can manage alerts and other tasks directly related to the health of associated business applications, such as networks and databases.
What Makes NOC better Than Help-Desk
The help desk is important, but the scope of NOC functions and utilities is broader. In the Network Operations Center, IT technicians directly support remote monitoring and management software from a centralized location. In the field of managed IT services, the NOC team is heavily used to ensure the highest level of service.
There are technical and experienced teams who monitor the terminals to solve problems and take protections to prevent many problems from happening again in the future. The NOC team also manages security actions, as well as backup and disaster recovery, to provide 24-hour availability to all MSP customers. Help centers, on the other hand, can resolve queries that are not technical in nature.