Every organization is different, so every IT service desk has a unique “Top 10 Tickets” list. Though these lists are often sources of sarcastic humor in the office (“Hey Bill, try the power cord”), they can also help your organization save time and money in service delivery. In addition, it’s easier to provide your employees with a positive service environment if you can identify the issues that are occurring over and over again. For example, password resets are among the top 10 service desk requests for many help desk techs. With the right service desk software, you can create an employee service portal where employees can enter authentication information to reset passwords themselves. When your employees are accustomed to submitting requests through the portal, you can even show them a prominent list of issues, linking to troubleshooting articles they can try on their own. Here is a list of 10 common types of IT help desk tickets. 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. Password resets via self-service can save time and help prevent security breaches. 2. The Printer Is Down Some organizations require the IT help desk to oversee printer supplies to help keep costs under control. Printers can be aggravating and stop working unpredictably. 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. Driving them through the service portal for these requests will help you create an efficient workflow to resolve printer issues quickly. 3. Adobe Acrobat Reader Needs to be Updated… Again In some organizations, employees don’t have administrative rights to change settings or execute updates. There are all kinds of updates that employees need, and one of the most common is Adobe Acrobat Reader. The move to cloud-based service desk software helps cut down on these calls, because updates are installed automatically. You can also release formal announcements and notifications of upcoming changes to software and/or applications through the portal. 4. Video Conferencing Error Video conferencing software has become an essential tool for a huge number of employees. Many sales and marketing teams depend on it. Remote employees and large organizations with multiple sites depend on it. Self-service for simple issues is paramount because employees will experience the errors only at the worst possible time — right when they sign into a virtual meeting. If there are frequent tickets about a particular piece of conferencing software, perhaps it’s time to roll out a change in tools. 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 employees configure new VoIP systems. Connecting employees with a simple solutions article might catch a lot of these requests before they’re submitted. 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 an organization uses multiple cloud-based software applications. 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. Plan and execute these changes with minimal service disruption through an appropriate IT change management process. 7. I Can’t Access My Documents Sometimes documents “disappear,” and this understandably disturbs employees. With more documents stored remotely, employees 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, employees need to know how to access their documents in the new hardware/software environment. 8. Third-Party Software Problems Most businesses have written policies concerning installation of third-party software on employee 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 employees wanting to install their own third-party software. In addition, we recommend tracking every detail about every device through a comprehensive IT asset management strategy. 9. My Computer Froze Some employees leave their computers on all day, and when they get an unexplained freeze-up, they may submit an IT help desk ticket rather than doing a warm reboot or restarting. 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. Everyone is better off if the employee has tried some simple troubleshooting methods before requesting a hardware repair. 10. BYOD Network Connection Bring Your Own Device (BYOD) environments exist in a number of industries. The amount of BYOD help the service desk should provide is an issue of debate, and depends on the security and mobility needs for a particular business. When your IT service desk uses leading IT service management software like Samanage, you have options for self-service, remote desktop access, knowledge base, and mobile apps that make the service desk technician’s job far more convenient. Empowering service desk techs to work efficiently and empowering employees to solve some of their own problems are keys to better first touch resolution rates and better time-to-resolution stats, especially if your service desk supports BYOD employees. 11. “I’m unable to log in!” This is easily fixed – Make sure you haven’t overlooked anything (the caps lock key perhaps?). Your password may have expired, or your account may have been locked due to too many unsuccessful login attempts. Your IT Support team should be able to reinstate any user rights, or reset your password. 12. “I’ve got the dreaded blue screen of death!” Most people will assume their PC is dead as soon as they see this, and it is unlikely that they will read what it says on the screen. Simply rebooting can fix the blue screen of death (or STOP error as it is otherwise known). This problem is usually related to some hardware or a driver that is not working correctly. It usually happens after you install a new piece of hardware or update some drivers. It’s helpful to tell your IT support help-desk what you did just before the error occurred, then they can undo it or diagnose the problem. 13. “I deleted some important files!” The first step is to check the recycle bin. If that fails, your IT Support partner can help you. Good IT outsourcing companies will automatically back up all of your data, so anything you delete should be recoverable. Backup and disaster recovery solutions can restore your entire organisation’s data after a disaster – maximising business continuity. 14. “I just closed my document without saving!” This is a common occurrence and can often send users into panic mode when they accidentally do it. However, all your work is not definitely lost. If you have Auto-Recover options enabled in Microsoft Office, then there are some easy steps to recover your work. If not, you can also search for Word backup files by clicking “open”, “computer” and then browsing to the folder where the file was last saved. You may also be able to find your file by performing a search on your computer for temporary files with a .tmp file extension or a ~ prefix. Alternatively, using 15. “My computer is running too slowly!” This could be a simple fix – Are you running eighteen programs at once? Scheduled system scans or updates can also cause slow performance. A good IT Support partner will handle all of your scans and updates for you automatically, outside office hours. Slowness could be caused by viruses and malware. In that case, disconnect from any networks and let your IT helpdesk deal with it. Click here for some quick tips that YOU can implement to improve PC performance and get more done! 16. “My computer just shut down unexpectedly!” This could be related to overheating. Check your computer for dust, and make sure it is in a cool and ventilated place. If this is not the issue, then it is likely a virus problem. Disconnect the PC from any networks and call your IT Support experts! 17. “I can’t print anything!” Get the obvious solutions out of the way first. Check the printer is turned on, has paper, has ink/toner, paper in the correct tray etc. If it’s not an obvious issue, there may be a connection problem – the printer is probably not connected to the network properly, so call your IT Support helpdesk for help. 18. “My internet is really slow!” If you’re connecting wirelessly, then location may be the problem. The signal is not necessarily strong in all corners of the building. Similarly, you could just be too far away. If this is not the issue, then spyware or viruses are a likely cause. 19. “I keep losing access to the wireless network!” This could be due to an overloaded router. Call your IT support team and explain the problem. They may need you to try connecting to the network with another device. 20. “My computer does not recognise my USB device!” First things to check are – Does the device work in a different USB port on the machine? Are other devices recognised in that port? Does the device work on another user’s machine? If you have tried these troubleshooting methods and still no luck, then your IT support help-desk can proceed with some more in-depth troubleshooting. https://computersolutiontools.blogspot.com/2018/12/common-desktop-problems-and-solutions.html
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