Learning what your organization’s top 10 service desk requests are can help you make changes to your IT service desk to improve efficiency. For example, password resets are the top request for many tech help desks. With the right service desk software, you can create an end user, self-service portal to allow end users to enter authentication information and reset passwords themselves.
Here is a list of the 10 most common types of IT help desk calls. How does it compare to your list?
1. I Need to Reset My Password
Sometimes people simply forget their passwords, come back to work from a leave of absence to an expired password, or thought they knew their password, but were kicked off after three unsuccessful tries. Service desks that take phone requests have the burden of determining whether the person asking for a reset is who they say they are to prevent unauthorized access to the system through social engineering (people who fake their way onto the network through the IT help desk). Password resets via a self-service portal can save time and help prevent social engineering breaches.
2. The Printer Is Down
Some organizations require the IT help desk to be in charge of printer supplies to help keep costs under control. Also, printers can be colicky, and stop working, seemingly out of sheer cussedness. When new employees need access to a network printer, they must often be granted that access via the IT service desk, which will install drivers and grant access.
3. Adobe Reader Needs to be Updated … Again
In some organizations, end users don’t have administrative rights to change settings or do updates. Sometimes, end users need to update Java for graphics systems to work properly, and Adobe Reader releases updates all the time. The move to cloud-based service desk software helps cut down on these calls, because updates are installed automatically.
4. I Can’t Figure Out Windows 8
Some people use a “shell” that makes Windows 8 look like old Windows. Others are determined to learn Windows 8, but get confused and forget about clicking on corners and screen edges. This type of call is common now, but should diminish on its own as more people get used to Windows 8.
5. My Voicemail Password Needs to Be Reset
Many service desks also deal with telecommunications issues. When someone moves to another physical location, the IT help desk helps them set up their voicemail on their new office extension. Additionally, with more organizations moving to VoIP Systems, help desks are often tasked with helping end users get set up on new VoIP systems.
6. The Network Is Slow
When a network ranges over several floors of a building, or across multiple sites, there will be variation in access speeds, and this is particularly true when many business software apps are run from the cloud. Some problems are due to physical location relative to network nodes, or building materials affecting signal. Network upgrades often make things temporarily slower in exchange for faster access upon upgrade completion.
7. I Can’t Access My Documents
Sometimes documents “disappear,” and this understandably freaks end users out. With more documents being stored remotely, end users must learn to save documents simultaneously on local workstations and remotely. This synchronization may run into problems, however. For example, when organizations change hardware or applications, end users need to know how to access their documents in the new hardware/software environment.
8. I Installed Third-Party Software and Now There Are Problems
Most businesses have written policies concerning installation of third-party software on end user workstations. Installing third-party software that has not been approved can cause conflicts with previously-installed hardware and software, as well as security problems. To prevent these problems, many organizations deny administrative rights to end users wanting to install their own third-party software.
9. My Computer Froze
Most people are used to their computers being on all the time, and when they get an unexplained freeze-up, they may submit an IT help desk ticket rather than doing a warm reboot or turning it off and on again. Actual part failures are relatively rare, but when they happen, it’s up to the service desk to send a technician to make the hardware fix.
10. I’m Having Trouble Accessing the Network With My BYO Device
Increasing numbers of end users working in BYOD environments access business networks using gateway software like Citrix Emulator. Problems can occur when, for example, the user’s device automatically installs a software service pack, or when the business network undergoes changes. How much BYOD help the service desk should provide is an issue of debate, and depends on the type of business and its security and mobility needs.
When your IT service desk is run on leading IT service management software like Samanage, you have options for self-service portals, remote desktop access, knowledge base and mobile apps that make the service desk technician’s job a lot more convenient. Empowering service desk techs to work efficiently and empowering end users to solve some of their own problems are keys to better first call resolution rates and better time-to-resolution stats.