After experiencing more than a 40 percent increase in IT help desk requests in four years, Creighton University in Omaha, NE, has decided to outsource its IT service desk in an effort to centralize ...

Dan Tynan is a freelance writer based in San Francisco. He has won numerous journalism awards and his work has appeared in more than 70 publications, several of them not yet dead. At first, when ...

Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

The IT help desk is evolving. Once defined by queues of tickets and reactive troubleshooting, support today is being reshaped by automation and artificial intelligence (AI). Intelligent systems now ...