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 ...

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 ...

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 ...

“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 ...

While IT service desks now form the backbone of digital workplaces, organizations rarely designed them to operate remotely prior to the pandemic. However, with the inevitable rise of remote working, ...

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 ...

No one would argue that achieving provider satisfaction is a top goal for healthcare IT support leaders and teams. What if your IT service desk could deliver satisfaction to clinical staff, too? Could ...

Helios Core AI today launched Mira Resolve, the AI-first IT service desk on the Mira Platform. IT teams can deploy Mira as the AI agent on top of the ITSM they already run, including ServiceNow, ...

Wai Wong is the Founder, President and Chief Executive Officer of Serviceaide, a global provider of enterprise service management solutions. Organizations worldwide are adopting digital technologies ...

GDC IT Solutions Announces Strategic Asset Acquisition of Global Help Desk Services, Inc., Expanding 100% U.S.-Based Outsourced IT Service Desk Capabilities The acquisition strengthens GDC's IT ...

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 ...