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 ...

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 ...

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 ...

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 ...

From customer support to internal IT management, help desk software keeps everything running smoothly. We've put the top solutions to the test to help you choose the right one for your small business.

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 ...

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 ...

We’re looking for an IT help desk guru to provide internal support for employees and contractors. Candidates should have a mix of technical and customer service skills, and be passionate about ...

In this IT tale, both the caller and the help desk techie lose their tempers -- and are forced to face the consequences The IT help desk can at times be a strenuous and mind-numbingly boring place to ...