The Top Reasons Users Call The IT Help Desk - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Software // Enterprise Applications

The Top Reasons Users Call The IT Help Desk

SupportSoft's evaluation covered about 2 million call logs for 20 large global companies.

Forget any of your passwords lately? If so, you've got plenty of company.

Together, password trouble -- and four other problem areas -- contribute to 75% of the calls corporate help desks get, according to a new study released by SupportSoft, a provider of technology-glitch automation software. For its "IT Headache Index," SupportSoft evaluated about 2 million call logs for 20 large global companies. SupportSoft has been analyzing corporate call logs quarterly for the last two years, but this is the first time it has made its findings public, says James Morehead, company's VP of product marketing.

Password problems, including the need to reset them, make up a fifth of the calls corporate IT help desks get.

"The number of different passwords needed to get work done is staggering," says Morehead.

The other top reasons for calling the help desk include systems issues, such as hardware failures, which make up 16% of calls; enterprise software problems, such as trouble accessing ERP (Enterprise Resource Planning) applications, which also contribute to 16% of the trouble; connectivity issues, like trouble accessing a VPN or virtual private network causes 12% of problems; and e-mail complaints -- like being unable to open a message, are responsible for 11% of the calls.

The other remaining reasons users cry uncle include an assortment of trouble, including slow-running PCs and printer problems. Looking ahead, Morehead predicts deployments of Microsoft's Vista will become a new reason for users to seek out help.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
IBM Puts Red Hat OpenShift to Work on Sports Data at US Open
Joao-Pierre S. Ruth, Senior Writer,  8/30/2019
IT Careers: 10 Places to Look for Great Developers
Cynthia Harvey, Freelance Journalist, InformationWeek,  9/4/2019
Cloud 2.0: A New Era for Public Cloud
Crystal Bedell, Technology Writer,  9/1/2019
White Papers
Register for InformationWeek Newsletters
Current Issue
Data Science and AI in the Fast Lane
This IT Trend Report will help you gain insight into how quickly and dramatically data science is influencing how enterprises are managed and where they will derive business success. Read the report today!
Flash Poll