Artificial intelligence (AI) and machine learning (ML) are turning up seemingly everywhere these days, and the IT support function is no exception. In fact, experts see AI in various forms becoming a key component of the help desk in the years to come. “Artificial cognition will, over the next three to five years, become absolutely indispensable for any form of operations … [Read more...] about How AI is helping the help desk
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I love hearing about your digital nightmares. Perhaps love isn't the word for it. I read every message I receive from readers about computer problems, upgrade dilemmas, exploding phones, security breaches and terrible, awful no-good experiences with tech companies. I'm here to help you take back control. No, I can't come to your house and fix your printer. But I am … [Read more...] about Help Desk: Digital life after death, passwords on Post-Its and a new Comcast nightmare
In relying on technology in the workplace, you’re likely familiar with printers that won’t print, elusive Wi-Fi connections, slow computers and other IT frustrations that can derail the work day.If it’s any consolation, the data shows you’re not alone. According to a study by Nintex, 62 per cent of employees think their company’s IT processes are … [Read more...] about Workplace tech is broken. How does IT stop the bleeding?
Certifications give your resume more credibility and can make you more marketable to recruiters and hiring managers. And at the entry-level, they’re a great way to stand out from other candidates — and even boost your pay.As you grow in your career, you’ll want to consider more advanced certifications to continue your professional development. By then, … [Read more...] about 10 best entry-level IT certifications to launch your career
The IT service desk agent role can be seen as a tough job. Not only must agents deal with user issues and complaints on a daily basis, they also have to tackle large-ticket volumes and in the process: answer a busy phone line, manage an email inbox, monitor a self-service queue, and deal with queries over live chat.There’s no denying that it can be a difficult role, but … [Read more...] about 5 tips for when one IT service desk agent outperforms the rest