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 ...

Salesforce.com on Tuesday unveiled a new SaaS (software as a service) help-desk application called Desk.com that can reach end users through social networks like Facebook and Twitter. Desk.com, which ...

Seeking to enhance your customer support experience? Mobile apps for help desks empower support teams with the capability to handle tickets and address problems on the go. Explore our top mobile ...

Not all service desk experiences are created equal. In fact, the service desk that an IT organization might create versus the one the rest of the company might prefer to use are radically different.

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.

SunTrust Banks Inc. is launching an enterprisewide help desk application that it expects to allow its 27,500 employees to reset their own network passwords over the Internet. The effort should pay for ...

Through the wave of enterprise electronic health record implementations over the past ten years, I’ve seen and heard many organizations come to the conclusion that their traditional help desk ...

The new model will also improve the ability of outsourcing firms, particularly application service providers, to take over an organization's help desk or call center operations."With your browser as ...

When the City of Des Moines, IA, decided to create a help desk from the foundation up, CIO Michael Armstrong learned quickly the importance of having an IT service management tool. "We were simply ...

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 ...