“A help desk is not a core competency of our IT organization. We realized it was hard to recruit, it was hard to retain, and our service wasn’t stellar to begin with as we started to grow. So, that ...

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 ...

At its most basic, a help-desk application letsusers create tickets that describe their problems.Technicians use this information tobegin to diagnose the problems, fix them andclose the tickets.

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 ...

Dmytro Lazarchuk is a co-founder and CEO of Relokia with over eight years of experience in digital marketing and data migration services. According to Forbes Insights, 89% of executives at ...

Be that as it may, the on-line form is a good approach for one aspect of the issue. But we also need to assume trainability and intelligence, not robot-like reactions, on the part of help-desk ...

One of the best investments a service provider can make is in a service desk, a move which not only can help keep clients happy but one that can lead to future follow-on business and even new service ...

The technologies in our personal lives — navigating Amazon for the first time, for example, or hailing our first ride from Uber — taught us about self-service. Now, at work, we expect the same quality ...