what are some typical help desk issues reported?

Working at a help desk what would be common problems people would call in for? Can I get any scenarios? How would you resolve them?

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TechGuy215

Note, these are tier 1 very basic situations that I dealt with when I first started out in HD and the easiest/quickest ways I found to resolve them.

Problem: BSOD

Resolution: Obviously there are several reasons that can cause this. Really, this investigation should be done in person, so you can physically inspect hardware, run through the sys logs, and scan for malware.

Problem: End-User can't login.

Resolution: Check the user's AD account via ADUC. Most likely the account is locked out and needs to be unlocked.

Problem: Accidently deleted files.

Resolution: If they are working of a network share, most servers have a recovery bin that allows you to recover accidently deleted files. If they deleted them from their local drive, and emptied the recycling bin you can try recovery software (but at the point I usually tell the end user they are boned and to back it up next time.)

Problem: My computer is so slow.

Resolution: Usually just need to scan the machine for malware and clean up the temp files. If it's ungodly slow after a nice tune-up, check to see if their is faulty hardware.

Problem: Cannot print to network printer

Resolution: Make sure they have the correct drivers installed via the print server. Check the print server queue it self (typically resetting the spooling service resolves this issue).

Problem: My internet is slow

Resolution: See resolution for my computer is slow

Problem: User can't VPN in from home computer.

Resolution: Make sure they user has internet access and that the VPN client is configured properly.

Problem: User cannot access network shares.

Resolution: Make sure the user is on the network with a valid IP. Remap drives, make sure their AD is in correct groups to be able to access certain shares.

If you have the ability to remote into a machine from HD, take advantage of it. You will be able to resolve the issue much faster than walking an end-user through step by step. Of course this isn't always possible when the end-user can't access the internet.

instant000

I was going to guess "can't print" or "can't log in" but you already took those two.

Problem: "my computer won't turn on."

Resolution: Make sure the room still has power. Make sure the outlet has power. Make sure the cables are plugged in. Make sure that the PC is turned on (some users equate the monitor with the computer.) If issue persists, check for hardware failure.

Of course, we all have that very first troubleshooting question, that our customers sometimes get wrong:
We ask: What changed?
Customer's response: Nothing! I didn't do anything!
Us:

jvrlopez

Here are some of the most common ones I encountered through 4 years as a tech guy in the Air Force and another few months as a contractor in a help desk type position for the Air Force:

* My PC is slow (usually due to outdated equipment and trying to run too many processes)
* My Internet isn't working (had to troubleshoot from the physical layer to port security to application/proxy/domain settings)
* My outlook isn't working (usually the user's account wasn't configured or configured to the wrong Exchange server)
* I can't print to a networked printer (had to troubleshoot along the lines of the 2nd issue above)
* I need to move my profile from one computer to another (no removable media allowed, so it all had to be done either through the network or email)
* I need my password reset/account unlocked/account enabled/outlook information updated (update via Active Directory or Digital Resource Admin if being used.)
* I think I have a virus (rule out false positives if possible, if infected, there are guidelines for how to handle such)
* I can't log in (account is usually disabled due to missing credentials or overdue training)
* My screen is blank (see if it's connected correctly, see if the PC is running as usual [eject cd tray, check lights on keyboard])
* I can't open a networked resource (check permissions and user's group memberships)

You should expect interactions just like those...and yes, that is as elaborate as some of the users can describe their problems.
Don't get frustrated, be patient, and take pride in fixing their outages. My biggest takeaway from working help desk (especially over the phone) is when I would get kudos, praise, or genuine appreciation for helping someone.

Renewed

Another common issue are simple resolution settings that got changed due to some software and then the person can't get to look how it was before or even the classic "I have to turn my monitor upside down now!" when the user somehow triggers the screen flip.

I'd also become familiar with popular "scare tactic" malware such as the one that says that you owe money to the FBI etc. as those are often a pain to remove and usually require specific steps.

--chris--

Thank you OP and thank you contributors. I've always wondered, just never bothered to ask.

Totino

This is completely dependent upon the type of help desk/company you're working for. For instance, I currently work as a vendor in a HD position for a corporation. My main focus is networking related issues, although I dabble in a little bit of active directory. Common questions:

-I forgot my password/entered it incorrectly too many times
Reset their pw
-Blocked smartcard/forgot pin
Reset their pw
-Can't connect on VPN
Basic diagnostics; Are they getting an error? Check vpn settings, check home net connection, make sure they meet the VPN security requirements, reinstall vpn client, etc
-Can only access certain internal/external websites
Check IPsec and DNS issues
-I can only access wireless/wired and not wired/wireless
How are they connected? Hub? Power cycle. Try directly into the wall. Check drivers, ipconfig, etc. These are the easy ones, it's always process of elimination
-TPM issues
Check out the TPM functionality, may have to go into the bios to ensure it's enabled, etc

Those are the most common ones off hand. There's some randoms thrown in there, but you get used to it

Snow.bros

Its really common issues like:

I client i can't send and recieve E-mail (this is the most reported issue in the company i work for).
*Computer related issues like slow performance, i user can't turn on the PC, the machine has been infected with a virus.
*Network related issues, a loop in a switched network, a problem with phone line, no internet connection.
*This is mostly unnoticed but apparently its the important in my company its the 'backup'.
*there is an error message when i log on to sage pastel i think the issue is within the network.
*the most common one is the printing issue.

grave_digger

hows the traffic of in coming calls? are you always in front of a desk? or do they as in the tech bring computers foryou to fix in the mean while.

403Forbidden

User: My [blank] isn't [blank]
Me: I understand how frustrating this is and I will be happy to help you fix this. Go ahead and turn the computer off, wait a few moments and then turn it back on again for me.
User: Oh hey look that fixed it! Thanks!
Me: Thank you for calling support, is there anything else I can do for you today?
User: Nope thanks!
Me: Thank you fo...
User: *Call terminated*

I swear, this is not a joke at least 20% of my calls are this.... and only because the Jr Techs are either running around getting us lunch/coffee/tea/etc or I just happen to be the only one not on the phone.

coreyb80

I've been in Desktop Support for about 2 months now(1st IT gig) and I've enjoyed it for the most part. We did a migration last month in which we switched domains and that was a great learning experience coupled with lots of OT worked. Most of the issues we get are locked out accounts, printer issues, and of course VPN issues.

Terrie

For a slightly different environment, I worked as a librarian for several years and patrons tended to think we were the help desk. Common library-specific questions:

-"Why can't I get database X on this computer?" Because it's tied to the IP address of individual terminals, and that's not one them. Hence the "Database X not available on this computer" sign.

-"I can't get onto database Y at home." That's because you have it bookmarked on your laptop, which works when you're on our network and in our IP range, but at home you have the wrong IP address. You need to go to the library website and click on the link, where you will be prompted to enter your information to log on to our proxy server.

-"My wireless connection keeps logging me out!" We're a concrete building from the 60's. Sorry, but it does horrible, horrible things to our signal. You can log back on when prompted, or you can try sitting directly under the WAP. That helps. Sometimes.

Also lots of questions on how to get into their web-based email. A surprising number of those came from people who weren't sure who their email provider was.

So, yeah, access issues are universal to technology.

the_Grinch

Can't login - In the XP environment it was usually because the local machine instead of the domain was selected. In Vista it didn't autosave the domain, which was fixed in Windows 7.

Machine is slow - I clear the temp files, defrag the hard drive, and find out what is set to run a start up (Glary Utilities is a great tool to use in this situation).

Forgot my password - In the advent of the cloud there are now 1000 passwords for the users to forget. At the university they had a domain login, DropBox, Salesforce, SilverPop, Web Trends, Adobe Cloud, 20 internal applications, and email. I couldn't blame them for forgetting some of the passwords because most of the time the person doing the request was guessing what they thought they'd need and beyond the initial setup they wouldn't touch it for six months.

Email isn't working on my phone - This was the problem I dreaded in the MSP world! On iOS at least it's standardized (not the most end users can follow directions), but Androids and Blackberries were always the worst. Every Android call that came in got sent to me and 98% of the time they didn't have the Droid I did so it took forever. Oh and Blackberries were just a pain all around. I think the largest problem tended to be on the provider's end and they'd immediately blame the company with the user agreeing.

Can't print - The vain of my existence is the user who cannot print! It's always when they need it for a meeting that started 10 minutes ago (mind you it hadn't worked that whole week and they choose not to report it). Any number of reasons why something stuck in the queue, printer is offline, printer doesn't exist, or an IP change. The most unique one I saw involved the inability to print PDF's. Doctor calls and is fuming about his printer not working. I log in and take a look, text documents are printing without issue, but try a PDF and you have to kill the spooler and manually delete the queue. I spent about an hour working on the issue when I found out that the model printer had a very small amount of memory and would crash on large PDF's. What made it worse, was he's yelling at me and come to find out he's trying to print his mortgage paperwork. He had the nerve to complain to their COO who called me (I had an amazing relationship with her) and she called me. Knowing me, she simply said "what's up? what's he complaining about now? why do I have to get him a new printer?" I explained and she laughed said no then apologized.

kanecain

Ticket: I need a more comfortable chair.
Me: Ticket closed due too user's misunderstanding of what IT is here for...

Terrie

Slightly OT, but funny and a great example of the importance of paying attention to documentation. This is one I called into IT, rather than a question I got:

"Where's my computer?"

I came back to my office after a desk shift and my computer was gone. I mean, everything. The mouse, the keyboard, the monitor and the computer itself. All out of a locked office that opened into a very public area. I was baffled.

Turns out they were supposed to move a computer from a different office, but had written down the wrong office number. Killed my productivity for the afternoon and the poor tech given the wrong information was extremely embarrassed.

N2IT

Password Resets, Mobile Devices, Outlook email, wireless connectivity, operating system customization and understanding. I always felt the best way to approach IT if you want to get into the help desk is to understand the most currently used operating system, in this case Windows 7. Understand some of the critical system files and where the executable files are located. Understand the OS extremely well and you will be in a really good place. This is assuming the desk you work on supports that OS.

cyberguypr

And then there's the other type of request:

- "Please make a copy of my office key"
- "Please bring down 2 reams of paper ASAP"
- "The microwave oven is making a weird noise"
- "Light bulbs in the conference room need to be replaced"
- " I need an extra trashcan at office 125"
- "Stall #2 in women's bathroom is clogged"

All of the above are actual tickets I've seen at some point.

the_Grinch

HR made me hang a bulletin board once. The reasoning was IT had the screwdriver and thus it was an IT related issue.

cyberguypr - all I can think of is Christmas Vacation....crappers clogged!

403Forbidden

Ticket: 454432
Requester: Executive VP of Department More Important Than Your Job
Brief Description: Computer doesn't work.
Detailed Description:
I came into my office and my computer was not working.
Internal Note:
Computer was not turned on, Computer turned off after scheduled approved updates.
External Note:
Issue related to power distribution from main line to system clock.
Internal Resolution:
Pushed power on button.
External Resolution:
Resolved issue by rerouting power flow to main processor unit from main line.

<Actual Ticket..with some names removed etc.>

N2IT

Great memories from the last couple of threads. My story: My manager volunteered me to play Santa Claus for a Christmas party hosting hundreds to thousands (not really sure it was a freaking blur) of people. I sat on the stage with a Santa outfit with pillows in the stomach area and had all the kids from the executives etc asking for ponies etc. I was up on the stage for over 3 hours playing Santa, then afterwards I had to take pictures with all the staff and their families. I was paid nothing didn't even get a free drink. From the start of coming out of the kitchen of the restaurant (in suit) to me leaving the party and purchasing a 1/5 of Macellan 15 on the way and actually taking a swing out of the bottle before I got home. It was the worst work experience of my life. When I returned to work I was thanked by very few and was even critized on how poorly my ho ho ho was excuted. I do not blame Santa's for being drunk continually. Walk a mile in their shoes before you judge, I know I did. ***I realize this isn't a ticket but it was a request from management and I should of logged a ticket for it.

403Forbidden

N2IT wrote: »

Great memories from the last couple of threads. My story: My manager volunteered me to play Santa Claus for a Christmas party hosting hundreds to thousands (not really sure it was a freaking blur) of people. I sat on the stage with a Santa outfit with pillows in the stomach area and had all the kids from the executives etc asking for ponies etc. I was up on the stage for over 3 hours playing Santa, then afterwards I had to take pictures with all the staff and their families. I was paid nothing didn't even get a free drink. From the start of coming out of the kitchen of the restaurant (in suit) to me leaving the party and purchasing a 1/5 of Macellan 15 on the way and actually taking a swing out of the bottle before I got home. It was the worst work experience of my life. When I returned to work I was thanked by very few and was even critized on how poorly my ho ho ho was excuted. I do not blame Santa's for being drunk continually. Walk a mile in their shoes before you judge, I know I did. ***I realize this isn't a ticket but it was a request from management and I should of logged a ticket for it.

I would have logged a ticket for it and accounted for the time if it was a company event. I am not going to do that and not expect to get paid for it, and if it is a company that large then for sure I would. That's just me though. I do not like being taken advantage of like that.

grave_digger

great replies! lol