10 Most Common Help Desk Problems and Solutions

In this Article i'm going to explain about Most Common Help desk Problems and Solutions 

1.My password is lost, you must reset it.

People are forgetful and most often forget their account password. Take for example the G-suite.

In some organizational configurations, G-suite is configured so that only an administrator can reset a user's password. In this case, people go directly to the help desk and create a ticket every time they forget their password.

One of the main features of Metadata is to automate recurring tasks through workflow automation. That is why a Metadata user does not have to manage a wave of such tickets.

A technician would create a service catalog item, specifically for a password reset, and combine it with workflow automation, which will automatically route tickets to the appropriate technicians who will perform the reset.

2.My WiFi keeps falling

Today, all work is done in the cloud using mobile devices; and Wi-Fi ensures that we are always connected.

When someone can't connect to your Wi-Fi access point, they can't work, which is a problem that ends up at the help desk.

The problem is usually related to the unique strength of the closest router or Wi-Fi interference.

A user can merge tickets linked to a single router. He / she can find the details of the CMDB router and create a problem ticket for a permanent solution.

3.My USB devices don't work

People act fast. When a USB device is not recognized, it goes directly to the help desk without proper verification.

The best you can do is prevent applicants from completing such tickets by telling them that there is a help article on this topic.

It has an integrated knowledge base, where technicians can write informative articles on various topics, and knowledge base articles can be viewed on the customer portal. The idea here is to allow applicants to try to solve their problems on their own; in case of failure, deposit a ticket.

4.Coffee spilled on my laptop

People love their coffee at work. This gives them the boost they need to get the day going.

Sometimes coffee accidents happen and their laptops become the victim.

Technician can create what to do and what not to do after a spill, and send it automatically every time someone submits a ticket talking about a wet laptop

5.I cannot use the printer in my department

Very often the solution to a problem is simple; people tend to ignore the obvious and complicate things.

The printer problem is one of those problems. Where the solution can be as simple as turning on the printer or putting paper in the tray.

The administrator can create a workflow in which an automatic email is sent every time a printer problem is submitted. The email would contain common problems and their solutions to allow the requester to resolve the problem on their own.

6.In front of a blue screen of death

Normally, a blue screen during work scares a user and puts them in panic mode. Then call the helpdesk and ask a technician to deposit a ticket.

But not with ITSM; Here, users have access to a compatible mobile application on Android and iOS, where they can search for a solution in the knowledge base and submit a ticket.

7.Computer continues to shutdown

A problem likely caused by a hardware failure. These problems can be quickly resolved if the technician is prepared with the replacement equipment.

It has a CMDB capable of storing information about non-IT assets. In such a failure, a technician would link the incident ticket to the appropriate hardware entry in the CMDB and initiate a change immediately after diagnosis.

8.Lost access to shared drive

A problem that can be solved with instructions and with minimal intervention.

The administrator can create a separate category for these tickets and an SLA. The service agreement will guarantee that little time will be spent on these tickets. Resolution can be done first via automated email and then, if not yet resolved, via remote desktop.

9.The computer has a virus

Such problems can be symptoms of a serious breach of security and require serious attention from computer technicians.

Here, a technician can take advantage of the agent application, with which he can do the following:

• Correct Windows Defender with the latest definition.
• Access the affected machine remotely and run an antivirus scan.

10.The mouse is dead

The most common problem and the most broken device in an office is the mouse.

An administrator can create a service item in the service catalog accompanied by workflows and SLAs for quick replacement.

7 Step Plan To Get Going With Networking

Summary:

When used wisely and appropriately, Networking is one of your most profitable business building tools. But don't approach it as a selling method. Networking is the process of building relationships in which you can help others achieve their goals, and they can help you achieve yours.

Article Body:

Whether you are an introvert or an extrovert, feel like you have the gift of a chat, or just don't know how to speak, network skills are very important to the success of your business. There is a notion in business that I think most of us subscribe to and that says "if everything else is the same, people will do business and refer businesses to those they know, love, and trust." And the key to all of this is obviously being able to develop relationships.

Think of Networking as the culture of beneficial relationships for all. To be a win-win, there must be GIVE and take (note the emphasis on giving). Networking should not be seen as an "event" in which you are going to sell your business. When an effective network is established, the parties involved actively share Marketing Ideas, information, resources, etc.

Ok, so you know you should be online because it is one of the most profitable lead generation activities when used intelligently, appropriately and professionally. But, that may seem easier said than done. Here is a seven-step plan to really start networking for your business.

1. Check with various groups to find the best chemistry and perceived value. Most groups will allow you to visit at least a few times before registering. Go ask to find out why others have joined and what value they derive from their membership.

Resist the urge to join the Chamber of Commerce simply because everyone tells you this is what you should do. If this is not where your target group is, you may be wasting a lot of time (and money).

I'm not telling you not to join the Chamber. Be clear about what you would like to get from this group or from any other group. If it's about finding leads or referrals, you need to establish a network where these resources can be found.

2. When you find a group or two, join and attend as many meetings as you can. Don't go once or twice expecting things to happen, and then if they don't go. Establishing mutually beneficial and win-win relationships will take time.

The contacts you make must constantly see your face and listen to your message. Continuous contact with others over time will open opportunities for you to delve deeper and learn about the thoughts, ideas, and skills of others regarding their respective businesses.

Knowledge, love, and trust generally only occur over time. Being regular and persistent will pay off.

3. Get involved - be visible. Do everything possible to become more visible within the organization. Volunteer to help with meetings, serve on committees, or become a leader or board member.

Getting involved does a few things for you and your business. First, you will have more opportunities to make connections and learn about some of the contacts you have made. Second, the more visibility you have in the group, the less you will have to work to establish new connections. Instead, as new people join the group, they will probably be looking for you because they see you as a leader in the organization.

4. Keep your contact circles informed. Don't assume that meeting someone once a month (or even once a week) will either do business with you or send it to you. You must tell them what happens when you are not in this particular group to inform and educate them.

Send them invitations to your events or open houses. Send them emails or letters to share good news or success stories, especially anything about them or those on your contact networks. If you think you have valuable ideas, information, and resources to share with others, doesn't that make sense?

5. Work to provide references and share valuable information. That's right, you must be ready to give before you arrive. This means that you have to know the other members and what gives them good prospects. What kind of information could you access that might be useful to them?

Initially, you may think that you don't have much value to share with others (apart from your business and what it provides). Part of the key to being good at giving is not making assumptions. For example, don't assume that a basic resource (for example, a website) you know is familiar to someone you could talk to simply because you are "the expert" in that area. Be prepared to ask them if they know the resource and if not they are ready to share.

Do you want to improve to give references? Here's a simple question to ask someone you connect with. "How will I know when I find a very good prospect for you?"

Just because you're ready to explore the gift will increase your knowledge, appreciation, and confidence factor.

6. Focus on quality, not quantity, quantity, quantity. It is not necessarily the quantity of connections that you make, but the quality of which you make. Are these mutually beneficial relationships mutually beneficial?

Quality connections will be identifiable as all parties involved will actively share ideas, information and resources. Yes, it is true that you must spend time and effort getting to know other people and what is important to them. But you must also be clear and actively think about the information or resources you need and need.

Staying in touch and following fewer quality relationships will generally be much more productive than trying to follow up with more superficial contacts.

7. Be persistent, but be patient. The goal of a networking event should not necessarily be to leave with prospects every time you go out, but to come out with excellent relationships. Networking generally takes time to develop and nurture relationships.

Don't approach networking as a scary proposition or a necessary evil to be in business with. Release the pressure and really focus on how you could connect with someone you know. Focus on them first and find ways to help them. As it becomes a connector, you're finally ready to reap what you sow.

Business Continuity and Disaster Recovery - A Business Not a Technology

Hackers, hurricanes, fires, floods, power outages, denial of service attacks, application failures, employee errors, sabotage, and now terrorism help desk focus on the need for '' a plan for business continuity.

In the late 1990s, as companies prepared for the year 2000, many IT managers, risk managers, chief financial officers, and business leaders realized that it was not possible to recover computer systems, networks, and data. It was not enough. As the year 2000 approached, it became more apparent that a disciplined approach was needed to recover not only data and systems but also business processes, facilities, and workforce to restore and maintain critical functions.

The starting point is risk assessment. Identify and define your critical business processes and systems. Review vulnerabilities and identify steps for recovery and recovery. For your data, be sure to store it in secure, separate locations. Evaluate various storage solutions, including storage arrays, data replication systems, new virtualization systems, network-attached storage devices, and managed storage. Also, please pay close attention to your telecommunications providers to ensure that they have integrated diversity and redundancy into their networks and that they have well-developed and tested emergency plans.

The risk assessment will begin to ask real questions about the business impacts and losses that could result from the disruptions. Critical mission impacts, essential business functions, processes, and records must be identified. It is also time to determine acceptable resource requirements and recovery times.

Various recovery strategies must be evaluated to achieve their costs, reliability, and the time required to recover their objectives. Include physical, technological, legal, regulatory, and personal considerations when evaluating alternatives. Common points of failure are lack of executive and budget support and insufficient employee participation. With your data, employees are your most valuable asset. You can find a significant "Top Management Considerations in Crisis" checklist at www.globalcontinuity.com (enter lists in the search box, click DR & BC checklists).

Business continuity planning seems expensive and can take time. However, the loss of your company's functions, processes, and systems, as well as your business, customer, and financial data, can be devastating. Build your plan. Train, test, train, and test again.

Help Desk Definition

What is a Helpdesk?

A helpdesk is a tool that organizes communication with customers to help companies respond to customers more quickly and efficiently. Using a helpdesk enables your support team to deliver the best possible experience to your customers.

Support services provide functionality to provide context and information about the customer experience, and also provide internal functionality to compare the performance of your support team and ensure that your team is the best option. Helpdesk tools are one of the most integrated tools to successfully manage a customer base.

A beginner’s guide to a helpdesk

There is so much information on support services that it can be overwhelming. Fortunately, we've put together information that will help you discover what a helpdesk is, what it can do for you, and how you can choose one for yourself. Find out what we have planned for you.

Why do people use a helpdesk?

No matter who you are, more than one person is likely to interact directly with customers each day. If this happens on several different email accounts with several different people, it can be difficult to have a context where you are already talking to a customer.

Helpdesk systems bring everyone's interactions together into a single interface and allow differently conversations to intersect and use for more context in the customer experience. It also allows you to use features like categorization and automation as a way to track down the kinds of problems your customers face.

A helpdesk tool helps build an organization out of chaos by keeping your ticket process clean and giving your agents the tools they need to do their job better.

How a helpdesk can help you?

If you are wondering if the support service is right for you, you may be looking to improve your customer service experience for your customers. Implementing a helpdesk can help in the many ways we have listed above, but let's look at each of these benefits individually.

Unify all your support channels in one place

Even if you don't currently support multiple channels like video, email or phone, having a helpdesk will allow you to unify all of your support channels in one place. There's nothing more frustrating for a customer than starting in one place (like a chat or phone) and mixing from one channel to another to try to get a response. Having a support application that allows you to easily transfer a client from one channel to another will be a blessing for you and for them.

Find out how your support workers are doing

If you only use personal inboxes to handle customer inquiries, you probably don't know what your customer service agents say if what they say is correct or how much they drive in a day. This information is important because it helps you evaluate your future hires while helping your agents monitor your own individual growth. A helpdesk system would help with this through robust analytics and customizable reports.

Find out what your customers value with marking and analysis

While you can gain insight into what customers are interested in through one-on-one conversations, the labels and analytics provided by offices allow you to get a clearer and more complete picture of their needs and wants. This is the best way to learn more about the things you could change in your product, add to your documentation, or slightly modify your processes to get better ticket deviation and happiness ratings.

Proactively help your customers with a knowledge base.

Finding good documentation is difficult, especially if you don't have a helper application to help you build a knowledge base. Customers prefer to find their own information instead of contacting technical support, but if they don't have documentation available, they are left with no other choice. Using a support tool to create documentation is a great way to make your customers happier and help them find the answers before they have to contact you. You can also access analytics for your knowledge base, letting you know what people are looking for the most or their most viewed documentation.

Automate tasks to develop your team

Using a helpdesk system will allow you to automate some of the tasks you have performed on a daily basis. For example, you can set up an automatic notification to ping customer service employees after their tickets have been queued for two days. You can also create manual workflows with help desk automation that automatically assign tickets to a specific member of the support team and tag them.

Create a context around a customer's journey

No customer should have to answer the same question twice, especially if it is their support team. With a helpdesk tool, you can have all the information in one place and see everything a customer has contacted. For example, if they have already sent you an email about a specific problem, you can make sure that your answer matches everything your coworker has shared with them previously.