Spiceworks Cloud Help Desk provides simple and affordable tools for managing internal IT in small businesses, but its feature ...

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 ...

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 ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

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 ...

Over are the days of the reactive IT help desk with a basic mandate of recording and responding to IT issues from end users. The help desk now sits at the core of an organization’s IT service ...

The COVID-19 pandemic has provided a perfect opportunity for many types of social engineering attacks. It is not surprising that 2020 saw a spike in breaches. With users working remotely, attackers ...

All of us tech folk have been there. Whether it's our job, our friends, or our family calling us up asking for some help. Some of them get it, some don't. But there are some that ask that one question ...