Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

ServiceNow has released a new AI tool to help human workers, and is readying their replacement, the Autonomous Workforce, for ...

Like a modern-day cavalry, the IT help desk comes to the rescue of frustrated computer users when a cursor freezes or an error message appears. The service ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

“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 ...

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 MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

It’s no secret that enterprise personnel no longer work in the same manner as they did in the past. The real mystery is why we keep trying to resolve today’s IT issues with yesterday’s processes and ...

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 ...

Autumn is an associate editorial director and a contributor to BizTech Magazine. She covers trends and tech in retail, energy & utilities, financial services and nonprofit sectors. Because many ...

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 ...