There are significant differences in the functioning and approaches of the two entities in question here. Let’s look at the difference between help desk and technical support:
1. Different Goals
Since the help desk is usually the customer's first point of contact, the approach here is more customer-oriented. The main thing is to meet customer needs in order to increase the company's level of customer satisfaction. Typically, help desk managers take a more proactive approach to maintaining and initiating communication with customers.
The main objective of the technical helpdesk support provider is to provide technical services to customers. You need to help customers solve technical problems or malfunctions in company products/services.
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2. A different approach to listening to customers
Help desk managers need to listen to customers with empathy and put their priorities first. You have an obligation to convince the customer that the team is on their case and that they (the customer) are important to the company.
The technical support staff is more focused on troubleshooting. Their goal is to resolve technical issues as quickly as possible so that technical support members listen to customers to help them resolve any issues they encounter.
3. Different perspectives: Comprehensive versus targeted problem-solving
The help desk is designed to take a holistic and general approach to solving customer problems. Therefore, helpdesk employees must have extensive knowledge in all matters related to products/services, without having to have in-depth technical knowledge about their operations.
In contrast, technical support tries to solve problems in a goal-oriented manner. They are divided into different subfields, including software, hardware, networking, systems, etc. Therefore, they can offer highly specialized solutions to technical problems.