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 ...

For too long, the help desk has been a secondary priority in IT. Find out how the help desk has changed and how to optimize it. The MIT Sloan Management Review says that “the 21st-century CIO must ...

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 ...

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 ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

A new report from Splashtop shows that IT support is under a great deal of pressure when it comes to working through support tickets for a number of reasons. The fallout and constant adjustments to ...

Dmytro Lazarchuk is a co-founder and CEO of Relokia with over eight years of experience in digital marketing and data migration services. According to Forbes Insights, 89% of executives at ...

I've been building websites and marketing campaigns for small businesses since 2010. I also run two businesses of my own: Hired Gunn Writing & Consulting and the Weeknight Writers group. I'm obsessed ...

The technologies in our personal lives — navigating Amazon for the first time, for example, or hailing our first ride from Uber — taught us about self-service. Now, at work, we expect the same quality ...

RSA today announced new RSA Help Desk Live Verify capabilities that stop social engineering attacks by extending coverage for ...

Tapping into level 1 and level 2 support services at scale, the clinical service desk can do more than just resolve the issue but also help with training, build changes and more. As agents apply their ...