User Forgetfulness Leading Cause For Help Desk Calls

Can't remember your password? Well, you're certainly not alone, according to a new study.

Sharon Gaudin, Contributor

March 6, 2007

1 Min Read

Have you ever forgotten your password?

If you have, you're in good company. A study from SupportSoft shows that employee forgetfulness is the largest cause of calls to corporate help desks.

The company, which offers software and services to automate tech problem resolutions, released its SupportSoft IT Headache Index. The survey evaluated nearly 2 million call logs from more than 20 large, multinational companies to determine which issues were driving the most calls into the enterprise IT help desk.

The problem that drives the most calls to the help desk is password trouble, according to the study. Resetting passwords and unlocking applications accounts for 20% of all IT SOS calls. System issues, ranging from hardware failure to system performance, account for 16%. Coming in third with 12% is connectivity issues, including remote access setup and VPN problems. And how could we forget e-mail problems, which account for 11% of help desk calls.

"While we can't automate the human memory to make it work without fail, we can help companies proactively address the common problems leading to most of the calls into the help desk," said Anthony Rodio, chief marketing officer for SupportSoft, in a written statement.

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