“A help desk is not a core competency of our IT organization. We realized it was hard to recruit, it was hard to retain, and our service wasn't stellar to begin with as we started to grow. So, that ...

The report shows the benefits AI already has on employee services: 95% of IT leaders say they've seen measurable improvements ...

Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

Aging help desk systems hinder remote support and IT fixes. Cloud-based help desks cut costs, ease complexity, boost IT. 28% of businesses are automating IT and help desk services. Along with aging ...

Like a modern-day cavalry, the IT help desk comes to the rescue of frustrated computer users when a cursor freezes or an error message appears. The service ...

People don’t know what they want until it’s shown to them, as the late Steve Jobs once said. This philosophy is the reason behind cloud-based IT automation vendor ServiceNow’s current expansion from ...

If you're looking to automate your help desk look no further than these 10 popular help desk ticket tools that can help you create a more streamlined customer service experience. Help desk software is ...

The rise of social media should horrify any company with crappy customer service. Right now, with minimal effort, any disgruntled customer can use a service like Twitter to voice their complaints to ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

Stop paying lip service to service when it comes to the IT help desk. These frontline workers have insights into system performance and user experience that can make your business run better. The help ...

Heather B. Hayes has been covering technology, business and education topics for more than 20 years and has written more than 2,000 published articles. She lives in Virginia. Outsourcing allows ...

Chat-based help desk services haven't taken hold in higher education. University help-desk services need a technological makeover, according to a recent report that shows students and faculty at seven ...