Are company help desks being too helpful? A recent survey of more than 900 IT professionals found that enterprise help desks — an important troubleshooting resource for employees and customers alike — ...

If you’ve managed a Help Desk for very long, you know the frustrations your staff feels when dealing with callers who can be irritable and demanding. It helps to counsel your staffers to keep their ...

Altiris last week introduced an upgraded version of its help desk software that’s designed to cut down on support calls by automating fixes and letting end users help themselves. Altiris last week ...