My Password is lost,
need to Reset
People most often forget
and forget their account password. Take for example the G-suite.
In some organizational
configurations, G-suite is configured so that only an administrator can reset a
user's password. In this case, people go directly to the help desk and create a
ticket every time they forget their password.
One of the main features
is to automate recurring tasks through automation of workflow. That is why a
user does not have to manage a wave of such tickets.
A technician would
create a service catalog item, specifically for a password reset, and combine
it with workflow automation, which will automatically route tickets to the
appropriate technicians who will perform the reset.
My Wi-Fi keeps dropping
Today, all work is done
in the cloud using mobile devices; and Wi-Fi ensures that we are connected at
all times.
When someone can't
connect to your Wi-Fi access point, they can't work, which is a problem that
ends up at the help desk.
The problem is usually
related to the unique strength of the closest router or Wi-Fi interference.
A user can merge tickets
linked to a single router. He / she can find the details of the CMDB router and
create a problem ticket for a permanent solution.
My USB devices aren’t
working
People act fast. When a
USB device is not recognized, it goes directly to the help desk without proper
verification.
The best thing to do is
to prevent applicants from completing such tickets by telling them that there
is a help article on this topic.
It has an integrated
knowledge base, where technicians can write informative articles on different
topics, and knowledge base articles can be viewed on the customer portal. The
idea here is to allow applicants to try to solve their problems on their own;
in case of failure, deposit a ticket.
Spilled Coffee on my
laptop
People love their coffee
at work. This gives them the boost they need to get the day going.
Sometimes coffee
accidents happen and their laptops become the victim.
A technician can create
what to do and what not to do after a spill, and automatically send it every
time someone submits a ticket talking about a wet laptop
Can’t seem to use my
department’s printer
Very often the solution
to a problem is simple; people tend to ignore the obvious and complicate
things.
The printer problem is
one of those problems. Where the solution can be as simple as turning on the
printer or putting paper in the tray.
The administrator
can create a workflow in which an automatic email is sent every time a printer
problem is submitted. The email would contain common problems and their
solutions to allow the applicant to resolve the problem on their own.
Faced with a blue screen
of death
Normally, a blue screen
during work scares a user and puts them in panic mode. Then call the helpdesk
and ask a technician to deposit a ticket.
But not with ITSM;
Here, users have access to a compatible mobile application on Android and iOS,
where they can search for a solution in the knowledge base and submit a ticket.
Computer continues to
shutdown
A problem likely caused
by a hardware failure. These problems can be quickly resolved if the technician
is prepared with the replacement equipment.
It has a CMDB capable of
storing information about non-IT assets. In such a failure, a technician would
link the incident ticket to the appropriate hardware entry in the CMDB and
initiate a change immediately after diagnosis.
Lost access to shared
drive
A problem that can be
solved with instructions and with minimal intervention.
The administrator can
create a separate category for these tickets and an SLA. The service agreement
will guarantee that little time will be spent on these tickets. Resolution can
be done first via automated email and then, if not yet resolved, via remote desktop.
Computer has a virus
Such problems can be
symptoms of a serious breach of security and require serious attention from
computer technicians.
Here, a technician can
use the agent application, with which he can do the following:
- Correct Windows Defender with
the latest definition.
- Access the affected machine
remotely and run an antivirus scan.
The mouse is dead
The most common problem
and the most broken device in an office is the mouse.
An administrator can
create a service item in the service catalog accompanied by workflows and SLAs
for quick replacement.
Conclusion
I hope you enjoyed our
compilation of the top 10 most common It
help desk problems and Solutions. If
you have your own Top 10, share it with us in the comments section
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