10 Most Common Helpdesk Problems and Solutions

My Password is lost, need to Reset

People most often forget and 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 is to automate recurring tasks through automation of workflow. That is why a 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.

My Wi-Fi keeps dropping

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

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.

My USB devices aren’t working

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

The best thing to do is to 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 different 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.

Spilled Coffee 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.

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

Can’t seem to use my department’s printer

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 applicant to resolve the problem on their own.

Faced with 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.

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.

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.

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 use 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.

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.

Conclusion 

I hope you enjoyed our compilation of the top 10 most common It help desk problems and Solutions. If you have your own Top 10, share it with us in the comments section