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 ...

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 ...

Spiceworks offers great functionality for a free help desk tool. It's perfect for small to medium-sized IT teams. That said, the in-app ads and performance hiccups can be a bit of a hassle. However, ...

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 ...

Customer satisfaction is crucial for the success and growth of any business. Organizations prioritizing customer satisfaction strategies are more likely to achieve higher customer retention rates, ...

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 ...

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 ...