Help Desk Versus IT Support: What’s the Difference?

What is a Help Desk? 

A help desk is the first point of contact that customers have to answer any of their questions. Customers are often asking simple questions, that can be either be easily answered or their solution is readily available. The focus of the help desk is to be any kind of support possible to customers. This means customers are not only directed to the help desk for technical support but instead, all of their general questions can be answered as well. 

Specifically, within small or large businesses, help desks are there to help troubleshoot and support the technological problems that may arise. 

What Does IT Support Do? 

IT support is a much more specific realm of customer assistance. The help of IT support is to address the more complex technology needs of a business or customers. IT support intends to address your business’ goals and how you hope to achieve them. The help of IT support means your business could start using user data to implement automation, or start having a strong IT focus on managing new software projects. 

When Does Each Apply: Proactive vs. Reactive? 

Interestingly, we can think about the help desk being a more reactive system, while IT support is much more proactive. Help desks would focus on addressing the concerns of business as they raise them, such as being technology support to help fix a ‘down’ system or helping install a program. On the other hand, IT support is focusing on adding to the business. There is a focus on improving the current strategies and tactics used by the business to increase efficiency and perhaps make the systems more user-friendly. 

The Importance of a Help Desk and IT Support

The two services are not interchangeable, there is an importance to having each within your business. The value of having help desk support to solve technical problems can be extremely beneficial on a daily basis. While in contrast, IT support yearns to proactively understand the business’ next steps to promote growth and advancement. 

The Role of a Help Desk: 

• Address Problems as They Arise

People need to bring their concerns or problems to the help desk to find solutions. If one person is experiencing a problem, this is a great way to have space for people to comfortably share their everyday technical problems. Having a help desk is an allocated forum to turn to when needing quick solutions.  

• Emphasis on Solving Problems in a Timely Fashion

Customers or people within the business turn to the help desk for immediate support. This is a quick way to ensure business concerns are being heard and ensuring they are addressed within a reasonable time frame. 

• Can Help to Provide Answers 

As we now understand, help desks are a great way to get feedback and technical solutions. The benefits of the help desk are that they are dedicated to solving and managing the problems that occur.  

The Role of IT Support: 

• Focus on Creating Growth Within the Business

IT Support is a way to build your company’s technical resources. Implementing IT Support, their focus is to understand your business and what projects should be underway to help achieve your growth goals. The emphasis on managing projects means your IT support team is dedicated to making progress and headway within your company. 

• Looks at the Business Goals and Steps Ahead

As the IT support looks at projects to manage ways to advance the company - they are dedicating themselves to your business. IT support is a refreshing way to have another set of eyes looking at your business. Their dedication to making advancement means they understand the ins and outs, your business goals, and understand the motivation behind every project they implement. 

• Essential to Advance the Company 

The new digital age means technology is a new path to success. Advancing your business’ technology, the way you work, and increasing efficiency are all essentials to creating the strongest running business you can. IT support is the path to establishing growth and ensuring your technical goals are being attained. 

Conclusion: How to Focus on Growth for Your Business

IT Support requires strong technical skills and dedication to your business. This can be achieved by outsourcing IT support. Outsourcing your information technology support means you have a team of experts coming on to your team with a different lens of your business needs and striving to achieve your wishes.

ISU Corp can be an asset to your business, contact us!

Be Ahead of the Curve: Mobile Software Development

Adapting to Mobile Services

Each day, the technology on our phones is improving. Businesses need to adapt and ensure they are up-to-date with configuring their business to mobile services. With the reliance on cell phones, tablets, and easy-to-move devices, businesses need to make sure they are able to support ease of access to their services. 

The Importance of Mobile Services 

With the fast-paced environment businesses need to maintain, having cutting-edge and innovative technology is essential. Why not just whip out a quick website and go on your way? This is a question so many business owners like you ask! The reality is: your clients are going to be receptive to what they see. An engaging, easy-to-use platform will keep your current and future potential clients feeling impressed and engaged with your business. A capitative software compatible with web, mobile, and desktop can increase your market visibility - your audience can find you and be happy they did! 

Be Ahead of the Curve: Start Your Process Now

Building the software to be a disruptor in your industry does not need to be as complicated as you may think - outsourcing your services can be a great sense of relief for you. Relying on a trusted provider of cross-platform integration can diversify you from the rest - ISU Corp is just that and more. We set the standards for app engineering, product quality, and deliverability with our customized software solutions. 

Mobile Applications Made Easy: ISU Core

The ISU Core is a cutting-edge cloud application platform created to advance custom application development. Instead of struggling to integrate your business with mobile applications or on the web, the ISU Core simplifies the process. No matter the business venture; whether that be a stand-alone project, Saas (software as a solution, or automating any business process, the ISU Core is ready to support your needs. 

The ISU Core prides itself on being integrated with web, mobile, and desktop to reach mobile audiences. The ISU Core platform utilizes its compatibility to extend beyond basic needs; it is artificial intelligence ready, has user and role management, while all being tailored to your client’s complete custom branding. The simple and clean interface means your audience will have easy access and clarity while getting to know your business. 

Eliminate Your Restrictions, Just Flourish 

Building custom software solutions in-house uses so many resources. The time, money, and energy that needs to be exerted to even begin to attempt to build from scratch can strain employees and business practices, and everyone involved. ISU Core sets out to prevent this. How sustainable would it be to constantly be devoting this time and energy? The cost and resources used to attempt to manage and maintain the application are difficult. ISU seeks to eliminate all of these restrictions, and thereby allows your business to flourish and focus on growth. 

In Conclusion: The Time is Now - Go Mobile 

Now more than ever is the time is develop your business’s presence on mobile. With an understanding of the importance of mobile development and a strong understanding of the capabilities of mobile software solutions, your business is ready to take the next steps. The ISU Core is the foundation to building your custom software application, are you ready to reach your mobile audience?

Reach out to us if you have any questions.

Does Antivirus Actually Work? The Answer May Surprise You.

It depends on the version of antivirus you are using, they can be from 0% to 65% effective. 

This means that even if you have the best antivirus available in the market, 35% of the Zero Day malware will go undetected. 

Zero-Day Viruses 

They are essentially new viruses that antivirus will not protect.

However, AntiVirus does still work well for existing and known malware and viruses which are not Zero-Day viruses. 

Now, if Antivirus is ineffective, is there a solution to combat this ineffectiveness?

As these threats are emerging quickly and continuously, there are tools to combat these threats. But, they are still lesser-known and can often be solutions that are very expensive. 

Identifying Malware

Since most AV systems work by trying to find bad files or processes, detection needs to be changed in order to be effective. This can be done by analyzing processes in memory and identifying ALL of them instead of just a select few. 

Finding a process in the memory indicates that the file is actively running and using memory, meaning that it presents a danger. An idle file cannot cause harm. 

One can not simply identify malicious processes by themselves. Attempting to find a malicious process is similar to trying to find a needle in a haystack without knowing what a needle looks like.

Conclusion

Antivirus is not as effective as you may have originally thought. Although it is not completely useless, and there are lots of benefits to having it downloaded, it just goes to show that malware and other viruses, such as zero-day can still possibly appear. 

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