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 ...

The help desk is often seen as IT’s purgatory — for the issues it addresses and the staff working there. But strategic intelligence and opportunity lurks in this IT ‘dungeon.’ The IT help desk is ...

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 ...

Does your business have a handle on your customer support needs? Are you already running a good IT help desk that makes it easy for your customers to contact you to resolve issues? Do you have a help ...

Suppose you’re hired as a software development company’s manager for a support technician team. On your first day at work, you’re hastily introduced to the help desk application that’s been internally ...

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 ...

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 ...