Past studies have tried to find out what help desks spend a majority of their time working on. With the huge number of calls help desk support departments receive, it may be surprising to find out what is the most common reason for the calls. With the wide range of sophisticated and technically complex tools available, these are often not the reason for employee calls to corporate help desk departments.
The main problem help desk teams deal with is a rather simple problem. The biggest reason for calls into help desks is actually attributed to the inadequacy of human memory. Although a simple question to solve, the reason for the majority of calls to help desk departments is due to a forgotten password. Past studies have shown that over 20% of IT related support calls is attributed to a lost or forgotten password. This is ahead of other common support problems such as performance or connection issues.
Although this is a rather simple problem, there is no easy solution for this problem. For more detailed information, you can read the full article found here.
Tags: Help Desk, Help Desk Support, Service Desk
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