When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

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 ...

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 ...

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 ...

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 ...

The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

It’s no secret that enterprise personnel no longer work in the same manner as they did in the past. The real mystery is why we keep trying to resolve today’s IT issues with yesterday’s processes and ...

Crafting a standout help desk resume is crucial for landing a rewarding position in the IT support field. Whether you’re an experienced professional or just starting your career, having ...

A help desk professional is someone that balances customer service skills with technical competency to assistant internal employees or external clients with computer or technological issues. Internal ...

The Transportation Security Administration has announced a contract opportunity with an estimated value exceeding $100 million for enterprise-wide IT support services under the Field Operations & ...

SolarWinds fixed six Web Help Desk vulnerabilities, including four critical flaws that allow unauthenticated remote code ...