Here are top 6 IT service desk pitfalls and how to avoid them.
Globally, the market for help desk software solutions is expected to reach USD 11 billion by 2023. According to recent data, in order to achieve high customer satisfaction through Service Desks, the best results came from live chats and voice calls.
98% of the service desk issues are resolved over calls with email coming in at a far second. Los Angeles Managed IT Services can help you find the right IT Service Desk Partners for your business needs.
Computer problems can spell doom for the productivity of your business. They do not just result in delays in the work process but can also result in high levels of employee frustration and lack of motivation.
Fortunately, a good information technology (IT) help desk or service desk can go a long way in quickly resolving many of those issues. While IT professionals are used to dealing with an enormous range of common computer and network problems, better IT software can also go a long way in eliminating many of the worst operational/ user experience pain points.
Most commonly reported help desk issues include login errors, slow internet, frequent crashes, unresponsive servers, the error commonly known as the “blue screen of death” and more. Having the right solutions for an effective IT Service Desk can help you deal with most common help desk problems and focus instead on meeting broader business needs.
What Is An IT Service Desk?
An IT service desk can be understood as a platform of communication that gives a single point of contact (SPOC) between an organization and its clients, representatives and business partners. The primary function of a service desk is to monitor and respond to various incidents and user inquiries and to deliver timely and convenient help to all users.
Top 6 IT Service Desk Challenges and How to Avoid Them
1. Blue Screen of Death
The blue screen of death is a well-deserved moniker given to system crashes or stop errors in Windows operating systems. In practice, the blue screen of death often heralds the system’s permanent demise.
At the very least, it means significant troubleshooting of the entire system. The cause of the blue screen of death is often indicated on the screen itself. This problem generally arises from issues with the hardware or one of the drivers.
Installing new parts in an old system could also give rise to this issue. The blue screen of death can sometimes be solved by a quick reboot of the entire system. If rebooting doesn’t solve the problem, you may need to reach out to Fresno IT Support.
2. Password Problems
A significant portion of help desk tickets come from users having trouble with their passwords. Users can simply forget their passwords and need help with resetting them. The issue is so prevalent that some organizations invest in authentication portals to make password authentication possible through self-check-out and more user-friendly.
This enables the users to circumvent the need for IT intervention and ends up saving precious time and energy for the IT department. If an authentication portal is not suitable for your particular business context or proves a tad expensive, an IT help desk can also serve the same purpose. Dedicated help desk personnel are available 24*7*365 so users can get technical support whenever they need it.
3. Internet speed or performance issues
Another common help desk issue revolves around performance issues in connecting to the Internet. When the same network is shared by users in several buildings or across multiple floors of the same building or many users making use of multiple cloud-based services – performance issues are pretty much a given. The distance of the end point from the network nodes can also give rise to performance issues.
Barring environmental factors, such as a spell of bad weather or dense building materials blocking the wireless signal – network issues can also be the result of viruses and spyware throttling the network. With a dedicated IT help desk on hand, your help desk members can swiftly step in to analyze the problems and resolve them at the earliest.
4. Lost Wireless Signal
The same factors that lead to the clogging of your network speeds can also sometimes result in a complete loss of wireless signal. At other times, the loss of signal could be down to an overloaded router. Again, an IT help desk will be your best bet in troubleshooting your way out of such pesky connection problems before they can cause significant delays in production and workflows.
5. Failure to Recognize a USB Device
Sometimes, a computer may simply refuse to recognize a Universal Series Bus (USB) device. Troubleshooting such a problem usually requires you to first understand the reason for the computer’s failure to read the USB device. This can be done in a couple of different ways. You could check the machine’s other USB ports for compatibility with the device in question. This rules out the issue of a faulty port.
Likewise, if the device works on another machine but not the first one, it could be a problem related to the machine itself. If the device feels to work on all of these, the device itself could be damaged or compromised as a result of cybersecurity issues. Recruiting the skills of an IT help desk is the fastest way to determine possible solutions.
6. Printer Problems
There is nothing as potentially frustrating as a malfunctioning printer when there are deadlines looming. Unless the problem is related to printer hardware (most probably, the printer has run out of ink or paper), printer problems are often the result of problems with access permissions or drivers.
For instance, many employees are unaware of the fact that they need to have the right authorization and have the correct drivers installed before they can even access network printers. Printer issues can also arise from incorrectly configured devices that fail to connect to the network. IT Consulting Sacramento can help you find the right answers to the Most Common Help Desk Problems and Solutions.
Note: This is a post by George Passidakis
About George:
George Passidakis is the Director of Sales and Marketing at Apex Technology Management, an IT Outsourcing services provider in Sacramento. George has 30+ years of experience as an Information Technology professional. He also has extensive knowledge of Microsoft technology and other SMB IT products and solutions. Stay connected via LinkedIn.
