Helpdesk stories

Financial firms reap strong AIOps returns but poor data quality and fragmented tools are stalling the leap from pilots to scaled AI.

YubiKey rollout boosts ROI by 265% and slashes breach exposure 99.99%, Forrester study finds, delivering multi-million USD $ gains.

eDesk names Gareth Cummings as CEO, tasking the AI veteran with leading an ‘AI-first’ expansion drive across EMEA and North America.

AI is set to manage 41% of Singapore’s customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

CompTIA finds help desk responsibilities are broadening as AI, cybersecurity, remote working, and cloud computing becoming more prevalent.

Information technology service providers are losing thousands of hours every year due to needless cloud administration, according to SkyKick.

TechSee's report reveals Visual Assistance tech slashed technician dispatches by 19% and product returns by 17%, revolutionising customer service KPIs.

As Australian IT departments anchor their operations around service desks, it may be time to enhance service levels with unified endpoint management solutions.

More than 85% of IT service management users believe increased analytics use would enhance service delivery, according to a survey from ManageEngine.

Frustrated by a phone glitch, a journalist's call to tech support takes a bizarre turn as he's connected to a call centre in Transylvania.

Landesk is seeking more resellers in New Zealand as it looks to expand its market presence, says Andrew Souter, Landesk ANZ country manager.

K&L partners with Ngati Porou to boost East Coast health services, bringing local IT solutions and 24/7 support to Maori healthcare.

A New Zealand IT specialist is warning Kiwis phoning cloud software helpdesks that they may expose their data to unnecessary risk.

Web Drive’s Open Host to acquire 9,300 domains and 4,000 hosting customers from Hosting Direct, as HD shifts its focus to data centre and ISP connectivity.

New Zealand's SMEs are increasingly outsourcing IT support for better efficiency and savings. What should they consider when choosing a partner?.

NetSafe warns New Zealanders of a growing cold calling scam where fraudsters impersonate IT support to plant malware or charge for fake fixes.

Orcon faces a second major network outage today, following an initial disruption this morning caused by a power issue with a third-party vendor.