“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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

Handling support requests is about more than just answering the phone. It's also essential to track and manage support issues from the initial inquiry to the ultimate resolution. That's where help ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. It’s still the information technology (IT) dark ages despite portal, help desk toll-free ...

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 ...

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 ...