Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

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 ...

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 ...

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 ...

65% of IT help desk teams dealing with excessive stress, burnout Your email has been sent A new report from Splashtop shows that IT support is under a great deal of pressure when it comes to working ...

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 ...

A high-level description of services provided by the Technology Help Desk. The responsibilities of the Technology Help Desk When and how to contact the Technology Help Desk. The incident/case process ...