Although consumers and business clients are much more tech-savvy, in general, due to an increasing use of technology, it's still important to provide services like a help desk, knowledge base and ...

Whether your goal is customer support or fixing IT issues, help desk software has your back. We test and rate leading help desk systems to find the ones that will help keep your trouble tickets moving ...

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 ...

An internal service level agreement for IT support describes the types of services, the service levels, and the responses to end-user requests that the IT help desk will provide. The purpose of this ...

After experiencing more than a 40 percent increase in IT help desk requests in four years, Creighton University in Omaha, NE, has decided to outsource its IT service desk in an effort to centralize ...

The IT help desk is evolving. Once defined by queues of tickets and reactive troubleshooting, support today is being reshaped by automation and artificial intelligence (AI). Intelligent systems now ...

Technology issues may challenge many of us, who may struggle to know how to solve problems or ‘fix’ the devices on which we now depend. In the Octorara School District, the wait times for students and ...