help desk

  • The help desk is hot again

    Posted December 16, 2013 - 11:12 am

    If you thought the traditional help desk would be outsourced, automated or altogether shut down, think again.
  • What ITIL certifications mean to your IT management practices

    Posted February 21, 2013 - 10:19 am

    ITIL is growing in demand and some employers are paying a premium for certification and experience in the best practices methodology, but the first question is what exactly is ITIL and is it right for you or your company?
  • Help desk, rebooted: Social, mobile remake tech support

    Posted October 13, 2012 - 8:49 pm

    At least one analyst is predicting social, mobile and cloud technologies will spell the end of the corporate help desk. Not so fast, say corporate IT leaders.
  • ADP tracks its customers' every move -- for good, not evil

    Posted March 1, 2012 - 5:34 pm

    ADP fixes confusing software by tracking the customer's every move
  • The new help desk: Agile, educational, efficient

    Posted February 4, 2012 - 8:25 am

    Organizations are using support calls to teach users about resolving their own problems, to generate detailed reports to find root causes, and to help adhere to complex auditing requirements by making sure all calls are tracked and monitored. Now that's my idea of a help desk!
  • Stupid user tricks 5: IT's weakest link

    Posted January 18, 2011 - 9:10 am

    Flaming laptops, nosy mothers, and server racks sent tumbling down stairs -- seven more real-world tales of IT brain fail.
  • Replace that aging help desk

    Posted April 29, 2009 - 4:30 pm

    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 management strategy, being very much based in ITIL (Information Technology Infrastructure Library) best practices, according to one researcher. "

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