10 Most Common Help Desk / Service Desk Problems and Solutions
Top 10s have always been a hot topic!!
People just love to hear and share the best and the worst “Top 10s” out there.
Since helpdesk technicians are also people, I bet each and every one of them has their own set of Top 10 common problem tickets that they would like to share.
Now I want to ask you a question.
Are you an IT technician or someone who manages a helpdesk?
If yes, and you want to know if your Top 10 problems are common to others. Stick till the end, I will tell you our compilation of Top 10 common helpdesk tickets.
Here’s a preview:
1. My password is lost, need to reset
2. My Wi-Fi keeps dropping
3. My USB devices aren’t working
4. Spilled Coffee on My Laptop
5. Can’t seem to use my department’s printer
6. Faced with a blue screen of death
7. Computer keeps shutting down
8. Lost access to the shared drive
9. Computer has a virus
10. My mouse is dead
Wait! There’s more.
A problem is incomplete without a solution. So with each problem, I will tell how a Motadata ITSM user would resolve the issue.
1. My Password is Lost, need to Reset.
People are forgetful, and most often they forget their account password. Let’s just consider G-suite for example.
In some organizational setups, G-suite is configured in such a way that only an admin can reset the password of a user. In such a case, people head straight to the helpdesk and create a ticket whenever they forget their password.
One of the main features of Motadata is to automate recurring tasks through workflow automation. Which is why a Motadata user doesn’t have to handle a wave of such tickets.
In Motadata, a technician would create a service catalog item, specifically for a password reset, and combine that with workflow automation, which will automatically route the tickets to the appropriate technicians who will perform the reset.
2. My Wi-Fi keeps dropping
Nowadays, all work is done over the cloud using mobile devices; and Wi-Fi makes sure we are connected all the time.
When someone is not able to connect to his/her Wi-Fi hotspot then he cannot work which is a problem that ends up at the helpdesk.
The problem is generally related to the single strength of the nearest router or Wi-Fi interference.
A Motadata user can merge tickets linked to a single router. He/she can look up the details of the router from the CMDB and create a problem ticket for a permanent solution.
3. My USB devices aren’t working
People are quick to take action. When a USB device isn’t recognized, they head straight to the helpdesk without performing a proper check.
The best thing to do is to prevent requesters from filling such tickets by telling them that there’s a help article on this topic.
Motadata has an integrated Knowledge Base, where technicians can write informative articles on different topics, and KB articles are searchable on the customer portal. The idea here is to enable requesters to try to resolve their issues on their own; if failed to do so then file a ticket.
4. Spilled coffee on my laptop
People just love their coffee at work. It gives them the necessary boost to carry through the day.
Sometimes accidents happen with coffee, and their laptops become the casualty.
A Motadata technician can create a document, dos and don’ts after a spillage, and sent it automatically whenever someone submits a ticket talking of a wet laptop
5. Can’t seem to use my department’s printer
Quite often, a solution to a problem is simple; people tend to ignore the obvious and make things complicated.
Printer issue is one such problem. Where the solution can be as simple as turning on the printer or putting the paper in the tray.
Motadata admin can create a workflow where an auto email is sent whenever a printer related issue is submitted. The email would contain common problems and their solutions so as to enable the requester to solve the issue on their own.
6. Faced with a blue screen of death
Normally, a blue screen while working scares a user and puts him/her on panic mode. He/she then calls the helpdesk and requests a technician to file a ticket.
But not with Motadata ITSM; here the users have access to a mobile application supported on both Android and iOS, where they can search the KB for a solution and submit a ticket.
7. Computer keeps shutting down
A problem most likely caused by a hardware failure. Such problems can be resolved swiftly if the technician is prepared with the replacement hardware.
Motadata has a CMDB capable of storing info of Non-IT assets. In such a failure, a technician would link the incident ticket with the appropriate hardware entry in the CMDB and initiate a change immediately after diagnosis.
8. Lost access to the shared drive
A problem that can be resolved through instructions and with minimum intervention.
In Motadata, admin can create a separate category for such tickets and an SLA. The service agreement will make sure not much time is spent on such tickets. The resolution can be done first through an automated email and then, if still not resolved, through remote desktop.
9. Computer has a virus
Such problems could be symptoms of a serious security breach and require serious attention from IT technicians.
Here, a Motadata technician can leverage the agent application, with which he/she can perform the following:
· Patch-up the Windows Defender with the latest definition.
· Take remote access to the affected machine and run a virus scan.
10. The mouse is dead
The most common issue and the most broken peripheral in an office is the Mouse.
An admin can create a service item in the Motadata service catalog accompanied by workflows and SLA for swift replacement.
Conclusion
Hope you liked our Top 10 compilation of most common helpdesk issues. If you have your own Top 10 then please share with us in the comment section
It doesn’t take much to push helpdesk technicians into firefighting, which is hectic and has the potential to cause damage. So, a good ITSM tool is always a sound investment.
Want to know more how Motadata ITSM can streamline your IT services. Try our 30-day free trial.
