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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 ...

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 ...

Dan Tynan is a freelance writer based in San Francisco. He has won numerous journalism awards and his work has appeared in more than 70 publications, several of them not yet dead. At first, when ...

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 ...

Wausau provides check processing and bill payment software to more than 800 financial institutions worldwide. To allow the firm’s 83 support staffers to work from home when needed, Nohelty switched to ...

School districts say supporting student-run help desks saves money and offers students a taste of the real world. The number of help-desk personnel at Cartwright School District in Phoenix is huge ...

"You're placing what was previously handled internally and at low cost, in the hands of higher-cost IT experts," he says, adding that, in decentralised environments, multiple help desks are emerging ...