An internal service level agreement for IT support describes the types of services, the service levels, and the responses to end-user requests that the IT help desk will provide. The purpose of ...

AI is transforming the help desk — but human expertise still plays a vital role in delivering responsive, reliable support.

After experiencing more than a 40-percent increase in IT help desk requests, the Omaha university chose Cosentry to supply IT service desk support.

At first, when Indian Prairie School District began to feel the pinch of rising demands on its help desk support, it wasn’t sure how it would meet the growth in requests. It’s a big district in ...