FAQs
Top 10 Most Common IT Help Desk Problems
- Blue Screen of Death.
- Password Predicaments.
- Slow Internet.
- Lost Wireless Signal.
- Failure to Recognize a USB Device.
- Printer Problems.
- Slow Operations.
- Unsaved Files.
What are the most common support requests that will be raised by the clients to IT help desk list at least 10 problem areas? ›
10 Most Common Help Desk Problems
- I Need to Reset My Password. ...
- The Printer Is Down. ...
- Adobe Acrobat Reader Needs to be Updated… ...
- Video Conferencing Error. ...
- My Voicemail Password Needs to Be Reset. ...
- The Network Is Slow. ...
- I Can't Access My Documents. ...
- Third-Party Software Problems.
What is desk support? ›
Desk support is a resource whose purpose is to provide the customer with information and support related to services and products of a specific institution. Usually, this is technical support available through a website, instant messaging, e-mail or hotline.
How do I get better at helpdesk? ›
How to be a Better Help Desk Professional
- Phone etiquette matters. The first few words set the tone for an entire call. ...
- Don't be prescriptive. ...
- Read the ticket notes. ...
- Write useful ticket notes. ...
- Look at past history. ...
- Know when to escalate a case. ...
- Stay on top of current policies. ...
- Make it yours.
What is the most common issue you troubleshoot? ›
Table of Contents:
- Forgotten Passwords.
- Accidentally Deleted important Files.
- Slow Performance.
- Overheating.
- Printer Problems.
- Slow Internet Connection.
- USB Problems.
How do you solve technical support problems? ›
How to troubleshoot in five steps
- Try refreshing the webpage, logging out and back in, clearing cache and cookies, restarting your device. ...
- Break down the expected vs actual outcome. ...
- Gather details: Screenshots, videos, error messages, console errors. ...
- Reproduce the issue. ...
- Create a bug ticket for engineers to resolve.
What are the basic steps you should follow when troubleshooting a problem? ›
Troubleshooting methodologies vary, but the following seven steps are often used.
- Gather information. ...
- Describe the problem. ...
- Determine the most probable cause. ...
- Create a plan of action and test a solution. ...
- Implement the solution. ...
- Analyze the results. ...
- Document the process.
How do you ask troubleshooting questions? ›
Troubleshooting is a systematic approach to solving a problem.
...
This step includes asking yourself basic questions:
- What are the symptoms of the problem?
- Where does the problem occur?
- When does the problem occur?
- Under which conditions does the problem occur?
- Can the problem be reproduced?
What is the first step to follow when troubleshooting? ›
The first step in the troubleshooting process is to identify the problem.
What skills do you need for HelpDesk? ›
Everyone in a help desk assistance job should have the following skills:
- Customers Come First. ...
- Have Business Awareness. ...
- Be Adept at Time Management. ...
- Pay Attention to Detail. ...
- Collaboration with Others. ...
- Be Patient. ...
- Be Willing to Learn. ...
- Work Well Under Stress.
Overall, 65% of IT help desk teams in the US said they're stressing and facing burnout, and 94% of organizations said they've experienced challenges in their support operations related to the Great Resignation, or a lack of available talent.
What skills do you need to work help desk? ›
To perform these technical tasks, help desk technicians often must employ non-technical skills like communication, customer service, problem solving and more. The help desk role is not an easy one. It can be a negative environment as technicians are constantly bombarded with questions and problems.
What are 3 tips to remember when interviewing for a job? ›
Review common interview questions.
Practice answering them with someone else or in front of a mirror. Come prepared with stories that relate to the skills that the employer wants, while emphasizing your: Strengths. Willingness to work and flexibility.
How do you respond if you're unsure of the answer? ›
Follow these steps to learn how to handle a question when you don't know the answer:
- Stay calm. Interviewers may sometimes ask a difficult question to assess your response, rather than to test your knowledge. ...
- Ask clarifying questions. ...
- Share what you do know. ...
- Be honest. ...
- Express your desire to learn.
What makes a great helpdesk? ›
Make sure your help desk is measuring a variety key performance indicators such as, calls per technical agent, first call resolution, turnaround time and client satisfaction. Keep those metrics front and center with your help desk team so the focus is always on how to improve the client experience.
Is Helpdesk a skill? ›
Help desk skills are all of the knowledge and experience necessary to provide support to customers who are experiencing an issue.
How long should you stay at helpdesk? ›
If you're serious about moving up in your career, keep this rule of thumb in mind (it applies to entry-level positions): Being in the helpdesk for a year or two is completely normal. Three years is pushing it, but still alright.
What are the three C's of troubleshooting? ›
Most of you are probably familiar with the 3 Cs on your repair orders—Condition-Cause-Correction—which are necessary to complete a repair order correctly.
What are the five 5 techniques of troubleshooting? ›
The Five Steps of Troubleshooting
- Information Gathering.
- Analysis and Planning.
- Implementation of a solution.
- Assessment of the effectiveness of the solution.
- Documentation of the incident.
What are the 7 troubleshooting steps? ›
Let's take a more in-depth look at each of these steps to determine what they really mean..
- Identify the Problem. ...
- Establish a Theory of Probable Cause. ...
- Test the Theory to Determine the Cause. ...
- Establish a Plan of Action and Implement the Solution. ...
- Verify Full System Functionality and Implement Preventive Measures.
Let's look at six best practices that will make troubleshooting a less time-consuming, more effective undertaking.
- Collect enough information to replicate the issue. ...
- Customize your logs for actionable insight. ...
- Create useful error output at the source-code level. ...
- Don't mistake symptoms for root cause.
What main three skills would make someone successful in a technical support role? ›
Technical knowledge. Soft skills like communication, flexibility, patience, and problem solving.
What is the first no brainer thing you should do if there are any problems with your computer? ›
I know it sounds like a no-brainer, but before you do anything else, restart your computer. Matthew Petrie of Falcon Northwest technical support says that most of his customers solve their problems with this simple step. “This long-standing maxim can work wonders,” says Petrie.
How many users should one IT person support? ›
The median average was 123 users per tech. The mode average was 150 users per tech. And the mean average was about 161 users per tech.
What is Tier 3 support in IT? ›
Tier 3: Tier 3 is usually the highest level of technical skill in the organization, and often includes the product engineers or developers. Tier 3 personnel are involved when the only way to resolve a customer issue is a design change, enhancement, or bug fix that requires a software or hardware update to the product.
What are the most common IT issues? ›
Table of Contents:
- Forgotten Passwords.
- Accidentally Deleted important Files.
- Slow Performance.
- Overheating.
- Printer Problems.
- Slow Internet Connection.
- USB Problems.
What is one of the most common office problems? ›
Here are twenty of the most common office problems, solved by a mixture of outsourcing and shrewd delegation.
- Missed phone calls. ...
- Passing on messages. ...
- Calendar crossover. ...
- Emails unread. ...
- Drafting the right response to emails. ...
- Annual leave is out of control. ...
- Invoices haven't been paid. ...
- Data entry.
What 3 KPIs would you always track for a help or technical support desk? ›
A help desk KPI (or service desk KPI) is a performance metric centered on your business's customer service and support activities. These KPIs include first response times, issue resolution rates, satisfaction levels, and other important consumer-facing metrics.
What is the biggest IT challenge? ›
The 10 biggest issues IT faces today
- Ever increasing demands for transformation. ...
- Customer experience. ...
- Growing cybersecurity, data privacy threats. ...
- Advancing data opportunities. ...
- Maturing the enterprise cloud strategy. ...
- Geopolitical impacts on the tech stack. ...
- Supply chain disruptions. ...
- Cost containment.
What is the biggest problem facing technology today? ›
1. Supply Chain Challenges. The Covid-19 pandemic continues to challenge global supply chains with bottlenecks, delays, and disruptions; manufacturers and tech companies worldwide face a constant struggle to source necessary parts and supplies.
The Nitty-Gritty: The Technical Skills You Need for IT Support
- Install and configure hardware, software, systems, networks, printers and scanners.
- Plan and execute maintenance upgrades.
- Set up accounts for staff.
- Respond to breakdowns and other technology issues.
What makes a good IT support person? ›
Virtually every organization needs an IT technician to support and maintain its computers, and networks. Make sure you look for these five critical traits in a new employee: self-discipline, problem-solving skills, attention to detail, great communication skills, and a passion for technology.
What makes a good IT support worker? ›
A good support worker is patient and supportive and has the desire to help participants live their best lives support by constantly encouraging and assisting them. However, empowering participants with the skills for independence can take time. Simple tasks can take longer and cause frustration for the participant.
What makes an office Toxic? ›
What is a toxic work environment? A toxic work environment is one where negative behaviors—such as manipulation, bullying, yelling, and so on—are so intrinsic to the culture of the organization that a lack of productivity, a lack of trust, high stress levels, infighting, and discrimination become the norm.
What is quiet quitting your job? ›
Quiet quitting refers to doing the minimum requirements of one's job and putting in no more time, effort, or enthusiasm than absolutely necessary. As such, it is something of a misnomer, since the worker doesn't actually leave their position and continues to collect a salary.
What is the #1 cause of office employee injuries? ›
Falling down is not only the most common office accident, it is also responsible for causing the most disabling injuries according to the Centers for Disease Control and Prevention (CDC). In fact, office workers are 2 to 2.5 times more likely to suffer a disabling injury from a fall than non-office workers.
What are the 5 key indicators? ›
What Are the 5 Key Performance Indicators?
- Revenue growth.
- Revenue per client.
- Profit margin.
- Client retention rate.
- Customer satisfaction.
What are the 7 key performance indicators? ›
We've defined seven key critical performance indicators to help you go about measuring performance in your team.
- Engagement. How happy and engaged is the employee? ...
- Energy. ...
- Influence. ...
- Quality. ...
- People skills. ...
- Technical ability. ...
- Results.
What are the 4 main KPIs? ›
Some will have spotted that these four KPIs fit neatly into the four perspectives of the Balanced Scorecard (BSC).
...
Anyway, the four KPIs that always come out of these workshops are:
- Customer Satisfaction,
- Internal Process Quality,
- Employee Satisfaction, and.
- Financial Performance Index.