Helpdesk stories

WatchGuard and HaloPSA deepen ties to let managed service providers handle security alerts, licensing and billing from one workflow.

ControlUp and Intel team up to surface hardware-level warnings in desktop monitoring, aiming to spot PC issues before staff notice them.

DNSFilter unveils DNS PreCheck to keep DNS security intact for roaming staff, blocking malicious domains across shifting Wi-Fi networks.

Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.

When cyber attacks slip through defences, recovery readiness - not just prevention - decides whether your organisation bends or breaks.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

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.

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?.