What is the difference between software support and help desk?

[jasminsain]

I often see the terms software support and help desk used interchangeably in IT service discussions. But are they actually the same? What’s the real difference between a help desk and dedicated software support in terms of responsibilities, technical depth, and user interaction?

 

[Jarwish]

Software support focuses on resolving technical issues related to software products—like bugs, updates, and compatibility—often by specialized teams.

Help desk provides general user assistance, including troubleshooting hardware, software, network, or login issues, and acts as the first point of contact for IT support.

 

[jainnorton]

A help desk typically handles first-line, general IT issues and user queries. Software support, often a higher tier, focuses on in-depth troubleshooting and resolution of specific software-related problems.

 

[Olivia]

Software support helps fix problems with the software itself.
The help desk helps people use the software or deal with general tech issues.

Software support = fix the tool.
Help desk = help the person.