NOC and Helpdesk – two terms that often go hand-in-hand, leading to a confusion and a blurred boundary on the difference between the two. There may be services that overlap, but they vary on the complexity of the IT issue. While NOC is more about proactive monitoring and alerting, Helpdesk services are about troubleshooting and deals with complex issues.
Continue reading to know more about the key differences and how you as an MSP can benefit in offering distinct services to your end client.
Contents
1. What is NOC and its function?
2. What is Helpdesk and its function?
3. Difference between NOC & Helpdesk
4. When should one invest in NOC or Helpdesk?
- When to Invest in a NOC
- When to Invest in a Helpdesk
5. How NOC and Helpdesk work together in an MSP environment
6. Should Your MSP Have a NOC, a Helpdesk, or Both?
- For smaller MSPs
- For Mid-to-Large MSPs
- Key considerations when deciding
7. Conclusion
What is NOC and its function?
Stands for Network Operations Center, NOC is a centralized hub from where multiple endpoints like servers, workstations, and network devicesmonitored 24×7.
It’s usually an eyes approach and includes ensuring uptime, applying patches, scheduling reboots, handling automated tasks, identifying and responding to security threats in real time, AV/EDR Checks, ensuring data is backed up and recoverable in case of an outage, addressing critical network issues such as server crashes and performance degradation etc.
What is Helpdesk and its function?
A Helpdesk troubleshoots IT Issues such as password resets, software errors, connectivity issues. A helpdesk team assists in installing applications, setting up new devices, and configuring IT systems via phone, chat, email, and on-site visits when required. They also provide training to the end users to minimize and avoid any user-ended errors. They manage requests through ticketing platforms like Zendesk, ConnectWise, and more.
Difference between NOC & Helpdesk
If a company’s firewall suffers unexpected traffic spikes, signalling a potential cyberattack, the NOC team detects and mitigates the issue before end users become aware of it.
As for Helpdesk, let’s say an employee is unable to login to their email account, or they forgot their password, or are facing software installation issues, or email problems, they contact the managed helpdesk services for assistance, where an engineer investigates and addresses their problem.
Not just that, a Managed NOC Services team has a hierarchy of engineers who solve issues with varied levels of technical complexities. From basics like a password change or a software installation, Backup and AV Checks to advanced server-level troubleshooting, mail migration, firewall setup and configurations, to a Hyper-V and VMware administration.
When should one invest in NOC or Helpdesk?
MSPs need to assess their business model and customer needs before deciding whether to build, outsource, or integrate NOC and Helpdesk services.
When to Invest in a NOC:
- You manage critical IT infrastructure for multiple clients.
- Your clients require 99.99% uptime and proactive IT management.
- You offer 24/7 IT services and need continuous network monitoring.
- You want to prevent security incidents and minimize downtime.
This is ideal if you are an MSP that provides network maintenance, cloud services, or cybersecurity solutions.
When to Invest in a Helpdesk:
- Your clients need daily IT support for employees.
- You handle large volumes of user support tickets.
- Your clients require a customer-facing IT support team.
- You want to improve response times and increase customer satisfaction.
This would be an ideal service to provide if you are an MSP that offers IT support services to SMBs, handling user troubleshooting and software-related issues.
How NOC and Helpdesk work together in an MSP environment
The NOC functions as the proactive arm, constantly monitoring IT infrastructure, identifying potential issues, and addressing them before they escalate. Whereas, you are aware that Helpdesk acts as the reactive, customer-facing support, assisting end-users with troubleshooting and technical support. Keeping this in mind, let’s understand this with an example –
Consider an MSP managing IT services for a mid-sized business with 50-200 employees. The NOC team detects packet loss and increasing latency on a core switch. It runs automated diagnostics, confirming that there’s a hardware issue. A technician remotely applies temporary fixes while escalating the case for a physical replacement.
Meanwhile, due to this, employees begin experiencing slow connections and dropped video calls, and they start raising tickets. The Helpdesk team checks their internal system and finds that NOC has already identified and is working on the issue. So instead of troubleshooting every individual request, the Helpdesk updates all users via e-mail and chat notifications explaining the network issue, estimated time for resolution based on NOC’s findings and updates users on the issue and expected resolution timeframe, reducing end-user frustration.
After coordination among NOC and Helpdesk teams, NOC schedules a replacement of the failing switch after business hours to minimize disruption. The Helpdesk notifies affected users and provides temporary workarounds, like connecting to an alternate switch. Once replaced, the NOC verifies network stability, and the Helpdesk follows up with users to confirm the issue is resolved.
For MSPs, this collaborative approach streamlines IT operations, ensuring a smoother experience for both internal teams and clients.
Should Your MSP Have a NOC, a Helpdesk, or Both?
The right setup depends on your MSP’s size, service model, and business objectives. Some MSPs operate effectively with just a Helpdesk, while others require a dedicated NOC for advanced IT infrastructure management.
For smaller MSPs
A Helpdesk is non-negotiable for any MSP as it’s the frontline support users rely on.
However, a full-fledged NOC may not be cost-effective for smaller MSPs. Instead, they can outsourced NOC services to a third-party provider specializing in 24/7 monitoring and network management. This allows small MSPs to offer enterprise-grade IT management without the overhead costs of maintaining an in-house NOC.
For Mid-to-Large MSPs
As MSPs grow and serve multiple clients with complex IT environments, having both a dedicated Helpdesk and NOC becomes essential. A well-coordinated, unified approach ensures proactive issue resolution (NOC) and responsive end-user support (Helpdesk).
Outsourced or in-house, make sure to set up well-integrated operations with SOPs and SLAs defined well in advance. This foundation provides greater control, faster response times, and better integration with security operations.
Key considerations when deciding
Business Size & Service Model
Do you primarily offer end-user support (Helpdesk-focused) or full IT infrastructure management (NOC + Helpdesk Services)?
Client Expectations & SLAs
Are your clients expecting 24/7 infrastructure monitoring, rapid disaster recovery, and security compliance?
Budget & Resource Allocation
Can you afford an in-house 24/7 NOC operations, or would outsourcing provide better ROI?
Do you have the skilled workforce to manage NOC Services effectively?
For many MSPs, the best approach is a hybrid model, where the Helpdesk remains in-house, and the NOC is partially or fully outsourced based on client demand.
Conclusion
Understanding the distinction between NOC and Helpdesk services is crucial for MSPs looking to optimize operations, reduce downtime, and deliver top-tier IT support.
They operate well together. A well-coordinated NOC and Helpdesk ensures smooth IT management, enhanced security, and higher customer satisfaction. You must assess your needs. Smaller MSPs profit from outsourcing NOC services, whilst larger MSPs should incorporate both for scalability.
If you’re an MSP looking to optimize your Helpdesk, NOC, or both, now is the time to evaluate your setup. Get on a call with us today for expert MSP consultation and tailored solutions and to explore the possibilities of outsourced IT support services.
