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 ...

No one would argue that achieving provider satisfaction is a top goal for healthcare IT support leaders and teams. What if your IT service desk could deliver satisfaction to clinical staff, too? Could ...

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 ...

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Sean has over 20 years of experience in customer service and technology support. He joined Sac State because he believes education and technology can improve lives. Sean values teaching, learning, and ...

ManageEngine ServiceDesk Plus vs. Freshservice: Help Desk Leaders Face Off Keeping employees happy and engaged during a pandemic is difficult, but an effective help desk can be a key part of the ...

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 ...