IT and Business Insights for SMB Solution Providers

Help Desk

Article
May 14th, 2019 | Jessica Meek
If you start a relationship off correctly, with a defined process and SOPs, it’s much more likely to be fruitful. - read more
 
Article
November 14th, 2018 | Rich Freeman
Chat, chatbots, knowledge bases, and other alternative technologies are becoming popular means of requesting and receiving technical support. - read more
 
News
September 12th, 2018 | Rich Freeman
Under a new alliance agreement, GMS Live Expert will now handle U.K.-based Inbay’s help desk duties, provide NOC services to North American clients who want onshore technical support, and offer Inbay’s offshore NOC services to price-sensitive customers. - read more
 
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April 11th, 2018 | ChannelPro
In this webinar, Andrew Harrover, owner of Matrix Computer, recounts how being fired from his own help desk led to self-enlightenment and a new focus on business development. This session will provide you with actionable tips on how to fire yourself from operations so you can scale your company. - read more
 
Article
October 13th, 2017 | Colleen Frye with Rich Freeman
CrushBank is an IT help desk application built on IBM’s Watson that leverages AI and machine learning to help engineers and technical support teams solve problems faster while documenting and retaining organizational knowledge. - read more
 
Press Release
September 15th, 2017 | Rich Freeman
Release of SupportBot Chat allows customers to connect with live technicians directly in bot window for immediate assistance - read more
 
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May 20th, 2017 | ChannelPro Weekly
The ChannelPro Weekly team had to keep things moving this episode so Coach Matt could get to his daughter’s little league softball game, yet your trio of hosts managed to squeeze in a discussion of Veeam’s ambitious plan for conquering the business continuity market, a belated look at the news from last week’s Microsoft Build conference, and an introduction to this year’s ChannelPro Visionaries list. - read more
 
Article
May 18th, 2017 | James E. Gaskin
Support techs often wish users could help themselves, at least a little bit (“Have you rebooted your computer?”). Surprisingly, some users are now asking their support companies for ways to resolve some of their own problems. - read more
 
News
May 16th, 2017 | Rich Freeman
Under a new arrangement unveiled last week, users of Kaseya’s RMM solution and NOC can automatically route end user support tickets directly through their PSA to GMS’s outsourced help desk service. - read more
 
Article
April 14th, 2017 | Andrew Harrover
Being fired from the help desk led to self-enlightenment for the owner of Matrix Computer Consulting and a new focus on process, product development, and strategic client relationships. - read more
 

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