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 ...

Time is money – that’s especially true when it comes to IT services. Without processes in place to effectively answer everyday questions or address minor issues, high-volume IT departments can easily ...

“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 ...

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 ...

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 ...

How do you future-proof your IT service desk when business growth is uncertain? Join this VB Spotlight to identify the tasks you should be automating to improve customer experience, decrease IT ...

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 ...

A typical day in the life of a service desk agent used to be spent sifting through phone calls and emails, which inundate queues and slow down resolutions. This quickly depreciates the experience both ...

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 ...