10 most common it help desk problems and solutions

As each organization is different, each IT service center has a unique list of "Top 10 Tickets". While these lists are often sources of sarcastic office humor ("Hi Bill, try the power cord"), they can also help your organization save time and money on service delivery. Additionally, it is easier to provide your employees with a positive service environment if you can identify problems that occur over and over again.

For example, password resets are among the top 10 help desk requests for many help desk technicians. With the appropriate service center software, you can create an employee service portal where employees can enter authentication information to reset passwords themselves. When your employees are used to submitting requests through the portal, you can even show them a list of issues, linking them to troubleshooting articles that they can try for themselves.

Here is a list of 10 common types of IT help desk problems and solutions. How does this compare to your list?

1. I need to reset my password

Sometimes people just forget their passwords, go back to work from an absence license to an expired password, or think they know it, but get kicked out after three unsuccessful attempts. Service offices that accept telephone requests have the burden of determining whether the person requesting a reset is who they claim to be to prevent unauthorized access to the system. Resetting passwords through self-service can save time and help prevent security breaches.

2. The printer is down

Some organizations require the IT help desk to monitor printer supplies in order to control costs. Printers may get worse and stop working unexpectedly. When new employees need access to a network printer, they often need to be granted this access through the IT Helpdesk, which will install the drivers and grant access. Guiding them through the service portal for these requests will help you create an efficient workflow to quickly resolve printer issues.

3. Adobe Acrobat Reader needs to be updated again

In some organizations, employees do not have administrative rights to change settings or perform updates. There are all kinds of updates that employees need, and one of the most common is Adobe Acrobat Reader. Switching to cloud-based dishwashing software reduces these calls because updates are automatically installed. You can also publish official announcements and notifications of future software and / or application changes via the portal.

4. Videoconference error

Video conferencing software has become an essential tool for a large number of employees. Many sales and marketing teams depend on it. Remote employees and large multi-site organizations depend on it. Self-service for simple issues is critical because employees will only encounter errors at the worst possible time, just when they log into a virtual meeting. If there are frequent tickets for a particular conference software, it may be time to implement a modification of the tools.

5. My voicemail password needs to be reset

Many service centers also deal with telecommunications issues. When someone moves to another physical location, the IT help desk helps you set up your voicemail on your new office extension. In addition, as more and more organizations switch to VoIP systems, support services are often responsible for helping employees set up new VoIP systems. Connecting employees to a simple solutions article could detect many of these requests before submitting them.

6. The network is slow

When a network spans multiple floors of a building or across multiple sites, access speeds vary, and this is especially true when an organization uses multiple cloud-based software applications. Some problems are due to the physical location in relation to network nodes or the building materials that affect the signal. Network updates often temporarily slow things down in exchange for faster access after the update is complete. Plan and execute these changes with minimal service disruption through an appropriate IT change management process.

7. I cannot access my documents

Sometimes the documents "disappear", which naturally annoys the employees. With more documents stored remotely, employees must learn to save documents simultaneously on local and remote workstations. However, this synchronization can have problems. For example, when organizations change hardware or applications, employees need to know how to access their documents in the new hardware / software environment.

8. Third-party software problems

Most companies have written policies on installing third-party software on employee workstations. Installing unapproved third-party software can cause conflicts with previously installed hardware and software, as well as security issues. To avoid these problems, many organizations deny administrative rights to employees who wish to install their own third-party software. In addition, we recommend that you track every detail of each device with a comprehensive IT asset management strategy.

9. My computer freezes

Some employees leave their computers on all day and when they freeze inexplicably, they can submit a ticket from the help desk instead of restarting or restarting. Actual parts failures are relatively rare, but when they do happen, it's down to the help desk to send a technician to fix the equipment. Everyone is better off if the employee has tried a few simple troubleshooting methods before requesting a hardware repair.

10. BYOD network connection

Bring Your Own Device (BYOD) environments exist in various industries. The amount of BYOD assistance to be provided by the service desk is a matter of debate and depends on the security and mobility needs of a particular company.

When your IT service center uses advanced IT service management software like Samanage, you have self-service options, remote desktop access, a knowledge base, and mobile apps that make the work of the service center technician very complex. more practical. Enabling service center technicians to work efficiently and empowering employees to solve some of their own problems are keys to better first-contact resolution rates and better resolution time statistics, especially if your service center is supported by BYOD employees.