One of the biggest benefits of AI for the help desk and overall IT support function is that it can “remove the manual overhead associated with high-volume, low-value service desk activities ...

This article explores how enterprises can integrate these technologies to optimize help desk and other customer service operations. Using a text classification model trained on historical data ...

As businesses develop their IT budgets for 2023, with the specter of an economic slowdown looming, artificial intelligence (AI)-related projects will figure prominently in the discretionary ...

Its help desk became a model for school districts around the country. BHS students create instructional videos and offer hardware support, connecting tablets to the school network and doing basic ...

IT leadership needs to spend the time necessary to evolve the Help Desk in alignment with everyone else and deliver the tools needed to support the IT department and the accompanying digital or ...

May I request a specific loaner? The Help Desk will do their best to maintain a stock of Apple, Dell, and Chromebook loaners, but sometimes, due to high volume, a specific manufacturer or model might ...

Commissions do not affect our editors' opinions or evaluations. The help desk software market is growing rapidly as businesses of all sizes adopt new technologies to improve customer satisfaction ...

Recruiting a help desk support candidate with the right combination of technical experience and communication skills will require a comprehensive screening process. This customizable hiring kit ...

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 ...

Enterprises are the most likely customers for ITIL-compliant help desks, but SMBs who insist on rigorous best practices may also need software like HaloITSM. If your IT support desk has a high ...