IT Operations Articles & Guides

Follow the Sun or Follow the Language: Two Ways to Staff a Distributed Help Desk

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Remote IT Management

Follow the Sun or Follow the Language: Two Ways to Staff a Distributed Help…

Remote IT Management

Oct 8, 2026 7 min read

Follow the Sun or Follow the Language: Two Ways to Staff a Distributed Help Desk

Time zone coverage and language coverage are different problems with different answers. How to tell which one you actually have, and what each model costs.

Help Desk Automation: Which Tickets Should Never Reach a Human

Remote IT Management

Oct 6, 2026 7 min read

Help Desk Automation: Which Tickets Should Never Reach a Human

The three kinds of help desk automation, which tickets are safe to resolve without a person, which never are, and what each option costs.

AI for IT Support: Where It Helps and Where It Is Oversold

Remote IT Management

Oct 6, 2026 7 min read

AI for IT Support: Where It Helps and Where It Is Oversold

Three jobs AI does well in IT support, three it is sold for and does badly, and what the options cost with every figure read from the vendor.

IT Operations

Follow the Sun or Follow the Language: Two Ways to Staff a Distributed Help…

Follow the Sun or Follow the Language: Two Ways to Staff a Distributed Help Desk

Help Desk Automation: Which Tickets Should Never Reach a Human

Help Desk Automation: Which Tickets Should Never Reach a Human

AI for IT Support: Where It Helps and Where It Is Oversold

AI for IT Support: Where It Helps and Where It Is Oversold

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