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 ...

A typical day in the life of a service desk agent used to be spent sifting through phone calls and emails, which inundate queues and slow down resolutions. This quickly depreciates the experience both ...

Aging help desk systems hinder remote support and IT fixes. Cloud-based help desks cut costs, ease complexity, boost IT. 28% of businesses are automating IT and help desk services. Along with aging ...

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 spending ...

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 ...

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 ...

APRIL 11, 2023, WASHINGTON D.C. -- Department of Justice Chief Information Officer Melinda Rogers speaks at the CrowdStrike Government Summit. The Justice Department’s chief information officer said ...

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 ...

We’re looking for an IT help desk guru to provide internal support for employees and contractors. Candidates should have a mix of technical and customer service skills, and be passionate about ...

In this IT tale, both the caller and the help desk techie lose their tempers -- and are forced to face the consequences The IT help desk can at times be a strenuous and mind-numbingly boring place to ...

This past week, Miamioh.Edu analyzed the improper usage of your email account. Our IT department discovered that your account has not been verified for this session and was also used for spamming ...