Interscale Content Hub – What is the difference between IT helpdesk and a software engineer? This is a common question when we’re talking about technical roles in an organisation.
Firstly, although both roles are in the IT sector, they serve completely different functions with different skill sets and responsibilities.
So, let’s take a closer look at the differences between the two roles and see how they can benefit your business.
Definition and Purpose
IT Helpdesk
The IT helpdesk is the first port of call for end users who need help with technical issues.
Their job is to diagnose hardware and software problems, fix network connectivity issues, and give advice on IT best practices.
Helpdesk technicians often get involved with things like resetting passwords, installing software and carrying out basic hardware repairs.
Their main aim is to get to the bottom of any issues as quickly as possible to keep things running smoothly and avoid any downtime.
The “2024 HubSpot State of Service” report shows how the efficiency and responsiveness of IT help desks are key to keeping customers happy and keeping things running smoothly.
The report says that lots of service leaders are trying to cut down on how long it takes to resolve tickets and make sure that support interactions are more personal to meet the changing needs of customers.
Software Engineer
Software engineers are the ones who design, develop and maintain software applications.
Their work involves writing code, testing software, and debugging programs to make sure they work properly.
Software engineers can work on creating new apps, improving existing ones, or integrating software solutions to meet business needs.
They often work with other engineers, designers and product managers to create complete software solutions.
The Handbook of Software Engineering, edited by Sungdeok Cha, Richard N. Taylor, and Kyochul Kang, says that software engineering is about a lot more than just coding.
It covers things like software architecture, requirements engineering and system testing, as well as other areas.
This way of working is essential to deal with the complexities and cross-disciplinary nature of modern software systems.
Key Differences
Ratna Priya, a Quora contributor, offers a pretty good summary of the two roles. She said that all tech support engineers are software engineers, but not all software engineers are tech support engineers. So, let’s define what Ratna Priya says.
Nature of Work
IT support roles are mostly about fixing things as they come up. So, the technicians deal with things like fixing hardware and software problems, sorting out network issues, and helping users with IT questions.
The main aim is to get things fixed as quickly as possible to avoid any downtime and make sure users can keep working without too much disruption.
Software engineers, on the other hand, work on projects and are more proactive. They design, develop and maintain software applications.
This means writing code, testing software, debugging programs, and working with other engineers, designers, and product managers to deliver complete software solutions.
The “Handbook of Software Engineering” says software engineering is about a lot more than just coding. It covers things like software architecture, requirements engineering and system testing.
This all-encompassing approach is essential to tackle the complexities and interdisciplinary nature of modern software systems.
Skills and Expertise Required
IT help desk technicians need to know a lot about IT systems, including operating systems, networking, and basic troubleshooting techniques.
Strong communication skills are a must, as they need to be able to explain technical issues and solutions to non-technical users in a way that they understand.
Staying calm under pressure and managing multiple tasks at once are also soft skills they need to have.
Software engineers need to know how to code in languages like Java, Python, or C++.
They need to understand software development frameworks, version control systems and debugging tools.
On top of that, software engineers need to be good at analysing data, solving problems and working well with others in a team.
Software engineering practitioners also need to be at the forefront, keeping up with new technologies and methodologies as the field evolves with things like cloud computing, AI, and cybersecurity.
Tools and Technologies Used
Help Desk technicians use all kinds of diagnostic and remote support tools. These include helpdesk software platforms like Zendesk or Freshdesk, remote desktop apps, and network diagnostic tools.
And yes, we’re also seeing a lot of help desk operations being integrated with AI, which helps automate routine tasks and improve efficiency.
The “2024 HubSpot State of Service” report shows that 74% of CRM leaders say that switching tools affects how efficiently their teams work.
This shows that we need integrated tools that make workflows easier and help us be more productive.
On the flip side, software engineers use integrated development environments (IDEs) like Visual Studio Code, version control systems like Git, and software development kits (SDKs).
They also use tools like continuous integration and continuous deployment (CI/CD) to make the software development process smoother.
They also need to have some pretty advanced tools for software testing, performance monitoring, and collaborative project management in their toolkit.
For reference on how to choose help desk software, please refer to “How to Choose Help Desk Software: A Ticket to Happy Customers & Staff.“
Work Environment
IT helpdesk professionals usually work in offices or call centres, where they can provide direct support.
Their work is often structured around shifts to make sure they’re there for customers 24/7.
The need for constant communication with users and quick response times means it’s a dynamic and often high-pressure work environment.
On the other hand, software engineers often have more flexible working conditions.
Many work in tech companies or departments within larger organisations, and more and more people are working remotely.
Their work environment is usually pretty collaborative, with lots of meetings and team-based project work.
The nature of software development means you can work flexibly, as long as you hit your deadlines and project goals.
Overlapping Areas and Collaboration
Even though they’re quite different, the IT helpdesk and software engineering roles have a lot in common.
Both roles require a solid grasp of IT systems and a problem-solving mindset.
When complex issues come up, it’s vital how these roles work together, especially when it comes to support and development.
Communication and Coordination
It’s really important for the IT helpdesk and software engineering teams to be able to communicate and coordinate effectively when they’re dealing with complex issues.
The “Handbook of Software Engineering” says that process specifications are really important for improving communication among stakeholders and coordinating efforts within teams.
Clear documentation and process guidelines can make things run more smoothly and get problems fixed more quickly.
For instance, if the helpdesk team reports a recurring software bug, the software engineers might need to fix it.
AI and Automation
Another area where AI and automation tools overlap is in integration.
The “2024 HubSpot State of Service” report shows that lots of CRM leaders are using AI to make customer service better.
AI tools can help desk teams by automating routine tasks, so they can focus on more complex issues.
Similarly, software engineers can develop and implement these AI solutions to make both development and support processes more efficient.
Continuous Improvement
The IT helpdesk gives software engineers a great insight into what users want by sharing their feedback.
This feedback loop is really important for making software products better and improving the overall service quality.
The “Handbook of Software Engineering” explains how taking a systematic approach to process improvement can lead to better software quality and more efficient workflows.
For more on the difference between IT help desk and customer service, here’s a helpful article “What is The Difference Between IT Help Desk and Customer Service?“
The IT Help Desk Dilemma: Overloaded by IT Tickets and Slow Response Times?
Does this sound familiar? You’re not the only one.
A lot of businesses find it tough to keep on top of the day-to-day IT issues, from password resets to server glitches.
If your help desk is swamped, it can lead to frustrated employees, stalled projects, and even lost revenue.
But what if there was a way to make your help desk more efficient?
At Interscale, we know that time is money. That’s why we’re proud to say we resolve 90% of tickets within the hour.
Your employees get back to work quickly, and your business keeps moving forward.
We’ve been there, done that, and we’ve helped over 8,553 people with over 8,500 projects in the past 18 months alone.
Our team of experts is on hand to provide the personalised support your business needs to thrive.
So, take a look at what we can do for you with our help desk support services. We can help your team, make your operations more efficient and deliver a great service to your users.
Or, just drop us a line today and we’ll chat about how we can put together a package that’s just right for you.
In Closing
Knowing what each role is good at and how they can work together through good communication and the right tools is key to getting the best out of modern technology.
This collaborative approach not only gets issues sorted quickly but also paves the way for creative solutions that meet the changing needs of users and drive business success.
So what’s the difference between an IT help desk and a software engineer? The answer is in the way they work together.
