NOC vs IT Help Desk: What’s the Difference?

Confused about the difference between an NOC and an IT Help Desk? Both provide technical support, but there are some crucial distinctions. In this blog post, let’s delve into the various differences between the two:

What Is IT Helpdesk Support?

IT Help Desk support is responsible for providing technical assistance to users of a computer system or network. Here are the range of their functions:

• End-user technical assistance and troubleshooting: Helpdesk support provides technical assistance to end-users who are experiencing software, hardware, or network-related problems. They troubleshoot issues and provide solutions to resolve them.
• Logging and tracking support tickets: Helpdesk support logs and tracks support tickets in a central system to ensure that all issues are accounted for and addressed in a timely manner.
• Escalating complex issues: Helpdesk support escalates complex issues that require higher-tier support or other departments to ensure that the issue is resolved as quickly and efficiently as possible.
• Resolving hardware, software, and network issues: Helpdesk support resolves hardware, software, and network-related issues for end-users to ensure that they can work effectively and efficiently.
• Providing training and guidance: Helpdesk support offers training and guidance to end-users on how to use various software applications and tools to improve their productivity.
• Collaborating with other IT teams for end-user issues: Helpdesk support works closely with other IT teams to resolve issues that require cross-functional expertise, ensuring that issues are resolved promptly.
• Maintaining knowledge base and documentation: Helpdesk support maintains a knowledge base and documentation of common technical issues and solutions, making it easier to resolve similar issues in the future.
• Conducting quality assurance checks: Helpdesk support conducts quality assurance checks to ensure customer satisfaction with the support provided and to identify areas for improvement.
• Providing regular reporting and analysis: Helpdesk support provides regular reporting and analysis of support metrics to identify trends and areas for improvement, allowing the team to continually improve the level of service provided to end-users.

What Is NOC Support?

NOC support monitors and manages network and system infrastructure to ensure optimal performance, detect and resolve issues, and provide consistent service to end-users.

Here’s the scope of their responsibilities:

• Network and system monitoring: The Network Operations Center (NOC) keeps an eye on network and systems 24/7 to detect anomalies, potential incidents, and other issues.
• Network-focused troubleshooting and resolving issues: NOC support uses their technical expertise to diagnose and resolve incidents before they escalate into major problems.
• Performing routine maintenance: NOC support performs ongoing tasks such as patching, updating and upgrading software, firmware, and hardware to ensure optimal performance and stability.
• Managing alerts and notifications: NOC support manages alerts and notifications generated by monitoring tools to ensure that all issues are addressed promptly. They prioritize and escalate issues as needed to ensure that service level agreements (SLAs) are met.
• Collaboration with other IT teams for network-focused issues: NOC support collaborates with other IT teams to ensure that issues requiring cross-functional expertise are resolved effectively and efficiently.
• Incident management: NOC support manages incidents from detection to resolution, documenting the entire process to ensure that all steps taken are transparent and well-documented.
• Capacity planning: NOC support performs capacity planning to ensure that resources are managed effectively and that the network and systems can handle future growth.
• Reporting and analysis: NOC support provides regular reporting and analysis of network and systems performance to identify trends, anticipate potential issues, and plan for future improvements.

NOC Team Job Roles

NOC teams in the Philippines typically consist of various job titles, each with specific responsibilities related to network monitoring, management, and support. The specific job titles can vary from one organization to another, but here are some common roles you might find within a NOC team in the Philippines:

1. NOC Technician: NOC Technicians are responsible for monitoring the network infrastructure, identifying and diagnosing network issues, and taking necessary actions to resolve them. They often work with various network monitoring tools and systems.
2. Network Engineer: Network Engineers design, implement, and maintain an organization’s network infrastructure. They may also be responsible for planning network upgrades, optimizing performance, and ensuring network security.
3. Network Administrator: Network Administrators focus on the day-to-day management of the network, including configuring network devices, managing user accounts, and applying security policies. They play a critical role in maintaining network stability.
4. Network Analyst: Network Analysts analyze network data and performance metrics to identify trends and potential issues. They help NOC teams make data-driven decisions to improve network efficiency.
5. Security Analyst: Security Analysts specialize in monitoring and managing network security. They are responsible for identifying and mitigating security threats and ensuring compliance with security policies and standards.
6. Systems Administrator: While not exclusive to NOCs, Systems Administrators may work closely with NOC teams to manage servers and ensure their availability and performance.
7. Network Operations Manager: This role involves overseeing the entire NOC team, setting goals, managing resources, and ensuring that the network operations run smoothly and efficiently.
8. Dispatcher or Shift Supervisor: Dispatchers or Shift Supervisors coordinate the activities of NOC Technicians during different shifts. They prioritize and assign tasks, ensuring that critical network issues are addressed promptly.
9. NOC Engineer: NOC Engineers are senior-level professionals who handle complex network issues, design network solutions, and provide guidance to the rest of the team. They may also be involved in long-term network planning and strategy.
10. Technical Support Specialist: Some NOCs have technical support specialists who provide support to internal or external customers, assisting them with network-related inquiries and issues.
11. Network Operations Engineer: Network Operations Engineers are responsible for planning, designing, and optimizing network infrastructure. They often work on complex network projects and help ensure the network operates efficiently.
12. NOC Operator: NOC Operators typically monitor network systems and respond to alerts and incidents. They may perform basic troubleshooting and escalate issues as needed.
13. Network Operations Specialist: Network Operations Specialists focus on specific aspects of network operations, such as performance optimization, troubleshooting, or security management.
14. Network Technical Specialist: Network Technical Specialists possess specialized technical knowledge in specific areas of networking, such as routing and switching, and provide expertise within the NOC team.
15. Network Security Engineer: Network Security Engineers specialize in ensuring the security of the network. They implement security measures, monitor for threats, and respond to security incidents.

The Main Difference Between NOC and IT Helpdesk Support

An NOC (Network Operations Center) is responsible for monitoring network performance and responding to any alarms or alerts that indicate potential problems with the infrastructure. On the other hand, an IT Help Desk provides technical assistance on a more individual level.

NOC and IT Help Desk serve distinct roles within an organization’s IT department. The NOC is primarily responsible for monitoring and managing the network infrastructure, ensuring its stability, security, and optimal performance. NOC teams proactively address network-related issues and work behind the scenes to prevent disruptions. They possess technical expertise in networking and infrastructure management.

On the other hand, the IT Help Desk focuses on providing end-user support and resolving a broad spectrum of IT problems faced by employees or customers. This customer-facing function deals with issues such as software troubleshooting, hardware problems, user account management, and more. Help Desk staff need a combination of technical proficiency and strong interpersonal skills to effectively assist users and resolve their IT-related concerns. While NOCs work to keep the network running smoothly, the IT Help Desk ensures that individual users can utilize IT resources effectively. Both functions are vital for maintaining a functional and efficient IT environment within an organization.

In other words, NOC is more network-focused, while IT Help Desk is more focused on the end-user.

If you need help in determining whether your business NOC or Helpdesk Support in the Philippines, contact Outsourced. We can assist you with offshore staffing and outsourcing needs to scale your business.