To establish clear agreements on expected IT services and standards, the IT help desk team and the end user must be on the same page. You can set up service-level agreements (SLAs) that are practical ...

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 ...

The help desk is often seen as IT’s purgatory — for the issues it addresses and the staff working there. But strategic intelligence and opportunity lurks in this IT ‘dungeon.’ The IT help desk is ...

Does your business have a handle on your customer support needs? Are you already running a good IT help desk that makes it easy for your customers to contact you to resolve issues? Do you have a help ...

The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...