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 ...

Booz Allen will provide help desk support for community-wide intelligence community IT enterprise desktop implementation, the Defense Department said in a release.

This sample chapter, taken from McGraw-Hill’s Introduction to Help Desk Concepts and Skills, examines the different ways help desks are organized and structured. When determining a help desk’s ...

After experiencing more than a 40 percent increase in IT help desk requests in four years, Creighton University in Omaha, NE, has decided to outsource its IT service desk in an effort to centralize ...