Forgotten passwords top help-desk calls

IT admins may be heartened to know that at least 20% of end-users don't write their passwords on sticky notes and affix them to their monitors or foreheads; they forget them and call the help desk instead.

OK, so maybe I am reading too much into the results of a study released today by technology-problem-resolution company SupportSoft called SupportSoft IT Headache Index. But the company found that 20% of calls to the help desk pertained to "password problems," include requests for password resets and application unlocks.

Tied for second/third were "system issues" and "enterprise apps," each representing 16% of calls for help. The former includes hardware failures ("Did you know my computer isn't coffee-resistant?"), memory problems ("My laptop forgot my password."), and system-performance issues ("Ever since I executed this e-mail attachment from China this morning, my computer has been crawling."). Enterprise apps, of course, alludes to software problems, including custom apps ("Could you make the UI prettier?").

Numero four: "connectivity issues." Twelve percent of users calling the help desk have trouble with setting up remote access, VPN complaints, and the like ("I'm in the middle of a World of Warcraft dungeon siege and my wizard is lagging.")

Last on the list is "e-mail problems," claming 11% of support calls. Users predominatly phone in with setup problems and issues sending and receiving messages. ("I just called my boss a nincompoop in e-mail and hit Reply All. How do I undo that?")

SupportSoft's IT Headache Index was compiled by analyzing the total volume of call drivers of nearly 2 million call logs from more than 20 large corporations, according to the company.

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