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Help Desks: What You Need to Know

Help desks are designed to help IT organizations with customer and tech support!

There are a variety of different answering services available to businesses. It can be confusing to differentiate between the services because the terms are sometimes used interchangeably. However, a help desk is different from a typical call center or virtual assistant. Here is what you need to know about a help desk for your business.

IT Businesses

The main identifying characteristic of  help desks is that they are used for Information Technology services and businesses. Help desks are designed to take incoming calls regarding some sort of technology support. They utilize special software to keep track of all of the issues that are reported on a daily basis in order to help fix recurring problems and improve the quality of a business.

Help Desk vs. Service Desk

As mentioned before, terms such as help desk and service desk are sometimes used interchangeably. However, they are not the same thing and it’s important to know which one you need for your business. A service desk focuses more on the management of a given process, while a help desk focuses on the end of the process and user needs.


If you are interested in a help desk for your IT business but do not have the space for an in-house one, you can easily outsource your help desk. This means that the help desk will be at a separate location, but will still essentially work the same way in providing tech support for your customers. Outsourcing is a more affordable option and also makes it easier to scale up or down when business expands or declines.

The Importance

An IT organization has a lot on their plate at all times because it’s a complex and demanding field. A help desk is a great way to ensure that business productivity still remains high while attending to your customer’s needs as well. Not only does it improve your customer service and satisfaction, but it also allows you to keep track of calls so that you can easily notice patterns. When you see that multiple customers are complaining about the same problems, this allows you to fix and improve your products.

Contact TeleRep Today for Your Help Desk Service!

If you have more questions on how to provide the best customer service to your clients, look no further than TeleRep. Our great assets like live chat, call center services, and alarm monitoring set us apart from the rest. Visit us online or call us at 1-800-638-2000. We want to help you and answer all your questions! To see examples of our work and to keep up with everything we are doing, be sure to follow us on Facebook, Google+, Twitter, LinkedIn, and Pinterest.

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