IT service desks are used to fielding calls that run the gamut from being eye roll inducing, answer-in-your-sleep type calls to, “You did what now?!” Whether you forgot your password or have problems with the network being slow, if your company uses IT services, most employees have likely sought help through this invaluable tool at one point or another. Scores of companies have found IT Service Management (ITSM) tools to be a great asset in helping them manage their help desk and maximize their resource potential. But lucky for us technology-advanced employees, we’re still bothered with printer and Wi-Fi issues. Here are seven of the most common calls the IT desk receives.
1. Password reset
Passwords are a necessary evil in that they serve an invaluable security purpose but are also very frequently forgotten or misplaced by the IT user. Because of this, service desks are swamped with a great number of calls that are solely requesting help for this very basic issue. When a person calls, the desk has to determine whether the person calling is truly who they say they are, and then help them.
2. A slow network
IT users are used to a speedy internet and network, but this can be hard to guarantee when a system spans a number of building floors, or even a variety of sites. Even if there’s nothing the service desk can do about this problem, they will hear about it when things seem to be moving slower than usual.
3. A frozen computer
Tech-savvy users know that often a computer just needs a restart, or a connection needs to be reset, but for many workers, if their equipment freezes they will call the IT service desk.
4. Constant system updates
These updates are a crucial part of fixing bugs and assisting in overall system security, but to the end user they often just seem like a nuisance. Also, employees in some companies aren’t given the authorization to change settings or install updates, so this comes up on a regular basis.
5. The printer is down
The IT service desk handles the printer functions in some companies in order to minimize costs. Printers can have performance issues out of the blue and workers will be unable to address the problems on their own. Help desks must grant network access to new employees as well.
6. Bring your own (BYO) device issues
As employees move to work-from-home situations, and employees are required to stay in email contact at all times, there are more and more opportunities for additional devices to need access to the network. Sometimes these requests are necessary and sometimes they seem borderline inappropriate, as when an employee wants help figuring out how to update Facebook on his or her personal phone.
7. Document access
Sometimes a worker will have trouble accessing his or her document, and this of course is scary and stressful. Synchronization of documents on remote and local workstations simultaneously can present problems for end users and result in frights such as these.
An effective IT service desk is used to handling these types of calls on a regular basis. If the process is managed optimally, customer satisfaction is high, training opportunities are diagnosed and the whole company benefits. Plus your IT department will start greeting you with a smile, rather than a disdainful frown.
Photograph by Peter Hellberg