A help desk professional is someone that balances customer service skills with technical competency to assistant internal employees or external clients with computer or technological issues. Internal ...

Wai Wong is the Founder, President and Chief Executive Officer of Serviceaide, a global provider of enterprise service management solutions. Organizations worldwide are adopting digital technologies ...

Hackers really don’t take holidays, but they will take advantage of them. Consumer traffic rises sharply during the holidays. Correspondingly, the scope and severity of cyberattacks also increase, ...

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 ...

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 ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. It’s still the information technology (IT) dark ages despite portal, help desk toll-free ...

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 ...

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 ...

Sean has over 20 years of experience in customer service and technology support. He joined Sac State because he believes education and technology can improve lives. Sean values teaching, learning, and ...